CHAT ANALYTICS
Unsure how chat affects your customer experience? Get detailed analysis of your chat conversations and improve your customers' digital experience
Measure customer effort and sentiment
Monitor and improve live agent performance
Train your chatbot
Identify specific problems your customers struggle with
Pinpoint what issues lead to escalations or abandoned chats
You want your customers to receive the same great experience on every channel. Improve customer experience and prevent churn when you measure wait times, chat resolution rates, and use AI conversation analysis to verify customer satisfaction and gauge customer effort - without reading every single transcript.
It’s more efficient to operate chat support, but not if every conversation turns into an escalation or switches to a phone call. Keep your costs low and customer satisfaction high as you measure how well your team resolves concerns and reduces the burden on your call center and learn specific issues that create friction.
Research is clear: customers prefer the convenience of a chatbot for quick answers. AI-powered analysis of your conversations can help train your chatbot to answer questions more effectively, reducing costs and improving agent performance as you route customers to appropriate agents.
Evaluate conversations from every angle with Tethr’s Switch Score, customer effort index, agent performance score and more.
Analyze how chatbot responses influence customer satisfaction and frustration and find opportunities for optimization
Learn which issues prompt escalations, calls, and pose a churn risk and work toward improvement
"It really comes down to effort and being able to understand the journey."
Tethr brings conversational intelligence to your existing chat platforms. It digests unstructured data from your chat transcripts, then uses machine learning and artificial intelligence to evaluate conversations for key moments. Tethr includes essential chat analytics such as wait times, resolution rates, and interaction counts, but also goes beyond that to give you full visibility into your customer experience. We show you reasons customers contact you, if your answers satisfy their concerns, what issues cause effort and frustration, and how well your agents respond.
Tethr supports an omnichannel customer experience. Using Tethr, you can evaluate all your customer interactions, wherever they happen: voice, chat, chatbot, or email.
For every chat conversation, Tethr provides several scores. The conversation Switch Score measures how many interactions back and forth between and agent, customer, and chatbot took place prior to resolution, The Tethr Effort Index measures dozens of elements in a conversation that contribute to customer effort. The Agent Impact Score measures you agent’s performance addressing customer issues. We also provide conversational contextual analytics, such as when agents can’t fix problems or when a customer complains about missed expectations. In addition, chat platforms provide metadata that feeds into Tethr. Depending on your chosen platform, we can also show you important conversation elements such as chat abandonment rates and resolution rates.
Businesses use chat conversations to speak to both customers and prospects. Companies use Tethr’s conversation intelligence platform to evaluate both. We analyze customer support and customer service chats and can pinpoint areas of customer frustration, what issues prompted contacts, and customer sentiment. We can also evaluate your sales chat performance and measure key metrics such as how often sales opportunities were taken advantage of, if upsell opportunities were offered, and if customer indecision played a factor in lost sales.
Yes. We do this two different ways. In addition to providing analysis of your customer conversations with chatbots, we can also help train them. Many companies often start conversations on a chatbot then move to live chat as needed. We can evaluate trends in live chat conversations and help you identify areas to create answers in your chatbot, enabling more self-service options.
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