A leading American publishing company was undergoing a major transformation from paper to digital delivery. Executives soon recognized a need to keep a pulse on customer insights to understand their overall satisfaction with these new products. This included customer sentiment on format changes, product content and new delivery methods. In addition, the company was looking for ways to automate the collection of these data points from various channels across the customer journey.
Sitel Insights used data analytics to automate the collection of customer insights from multiple sources. This included translating voice and text analytics from customer surveys, agent call notes and website posts. These customer contact points were integrated with subscriber data and customer interaction history to gain more visibility into customer journeys and feedback by product type.
Once these data points were synthesized, customer insights were uncovered to identify an increase in repeat calls and longer customer call times around the company’s newly launched digital product. Sitel Insights delivered interactive data visualizations that helped uncover that the root cause was coming from technical issues associated with the new digital offerings.
A team of expert agents was quickly put in place to guide customers on the new digital solution resulting in faster resolution, a reduction in repeat calls and created a positive customer experience for optimal Customer Lifetime Value (CLV).
improvement in NPS