At the beginning of 2021, our research leaders took a look back at the trends that surfaced over the course of the pandemic year, and made some predictions about the future. One of the big takeaways from this reflection was that unstructured call, chat, and case data would become big this year—and it has. Visionary contact center leaders who have invested in unstructured data analytics have been primed to navigate the challenges of a post-pandemic world, improve the customer experience, and so much more.
Here are three ways we’ve seen progressive contact center leaders find insights in unstructured data analytics this year.
Anticipate and avoid future friction
One of the primary benefits of unstructured data analytics and voice of the customer (VoC) solutions is that they offer you transparency. Now, suddenly, you’re able to see sources of friction throughout the company, from the contact center to issues with your product or service. Our customers have found great value this year in being able to not only see, but begin to anticipate their own customer’s needs using our conversation analytics platform.
Learn where self-service fails
As we move towards a more automated world, it is absolutely essential to set up accountability for those automated systems. How do you know when self-service fails, otherwise? If your customers are going to your website, opening a chat, and then getting booted off or not getting the help they need—you need to know about it. Our customers have found that utilizing Tethr to monitor self-service interactions (that don’t involve an agent) enables them to better monitor and manage the efficiency of those channels.
Cultivate sales opportunities
As we identified in our study earlier this year on inbound sales, your unstructured data is a gold mine of sales insights. From objection handling techniques to reducing effort to identifying sales opportunities, you have a unique opportunity in every service call to not only increase customer loyalty, but to get those customers to increase their spend with you. Some of our most successful customers are now able to identify and pursue sales opportunities that they wouldn’t have known about otherwise—just by taking a look at that unstructured data.
We’ve just scratched the surface of what’s possible with unstructured data analytics today, so if you’re interested in learning more, don’t hesitate to reach out. We’d love to demonstrate how Tethr can utilize prescriptive conversation analytics to provide actionable insights about your business.