Customer satisfaction insights

Understanding how satisfied (or dissatisfied) your customers are requires a complete picture of their feedback, across multiple channels, housed in one place. When you’re able to visually see the data in one centralized location, you can easily identify trends and prioritize actions needed to continue improving your business.

Idiomatic’s customer satisfaction software automates the processing of customer satisfaction data through multiple channels. Clearly understand the indicators behind CSAT, Net Promoter Score, churn rate, and more. Learn how these metrics are impacting your business and what to do to improve them.

Customer satisfaction channels Idiomatic tracks and analyzes:

• Email:

Email threads can be lengthy and time-consuming to analyze. Idiomatic’s customer satisfaction tool monitors support emails for customer satisfaction sentiment and data. This automatically gets pulled into our centralized interface for quick and easy analysis and reporting.

• Live Chats:

Live chats are one of the most effective channels for measuring customer satisfaction. Our customer satisfaction software uses AI to track and analyze customer sentiment data found in Live Chats. It’s intuitive enough to analyze sentiment from both agent-based and bot-based chats. Improve your Live Chat experience with our AI and create a better experience for your online customers.

• Phone Transcripts:

It can take hours to manually sift through telephone transcripts or listen to recordings. As valuable as this information can be when measuring customer satisfaction and making improvements to your process, it’s a daunting task that often gets pushed to the back burner. Speed up the process with machine learning and let our AI take this task from back burner to front seat in seconds.

• Text or SMS:

SMS is another elite channel for collecting and analyzing customer satisfaction feedback. Although the data is usually quantitative and may seem like an easier channel to analyze manually, this mindset can cause SMS feedback to become stale (e.g. if you recycle the same questions year over year). When the same data is collected time and time again, you limit the growth potential of your business. Get  more robust and valuable feedback from your SMS channel with Idiomatic’s customer satisfaction and sentiment analysis software.

• Social Media:

A lot of valuable customer feedback can get buried on social media. Idiomatic’s AI monitors your social media channels for ongoing satisfaction levels. You can set up custom notifications to alert you when someone with a large following is speaking negatively about your company so you can address it right away and protect your brand’s online reputation. Gain valuable customer insights after product launches and understand their sentiment when it comes to your customer service. 

• Website:

Idiomatic can also integrate with your site to collect customer feedback data on your website to better understand customer satisfaction (or dissatisfaction) while engaging with your website. 

• Chatbot:

Automate your Live Chat without sacrificing customer experience. We analyze chatbot conversations to provide specific feedback on the next automation you should build to best serve your customers. 

Distill customer satisfaction data into one easy-to-use platform to understand sentiment, identify trends, and take immediate action where it’s needed most. Book a demo to learn how our customer satisfaction solution can work for you.

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Speed:

By the time you collect and analyze customer satisfaction data, the results may not be relevant anymore. The collection and analysis process can take months (or even years) when done manually. If you take this approach, you won’t be able to make internal changes fast enough to address customer issues and by then it’ll have become a larger problem than it was at the start.

Accuracy:

Even your top talent still makes mistakes. This is inevitable whenever humans are involved in data analysis. Our AI leaves no stone unturned when it comes to customer feedback, meaning you’ll never miss out on valuable data to drive your company forward.

Real-time monitoring:

Getting a complete picture of customer satisfaction takes more than just sending out an NPS survey and calling it a day. Customer satisfaction is an ongoing evaluation and should be monitored in real-time to get an accurate and up-to-date picture of how customers are feeling in the present moment (not three months ago).

Convenience:

Too often you’ll have hundreds of tickets to manage, with little opportunity to analyze them. No one will have a solid understanding of what your clients are saying or how they’re feeling. Enjoy having all your customer feedback data in one place for clear, accurate, and easy analysis.

Growth:

Not only does our software increase customer satisfaction, but it also reduces customer churn, improves product management, enhances marketing efforts, and streamlines reporting. Your whole team benefits from the use of customer satisfaction software, making it a win-win for your company and your customers.