Office supplies retailer discovers key issues in contact center data
公司规模
1,000+
地区
- America
国家
- United States
产品
- Luminoso
技术栈
- Text Analytics
- Natural Language Processing (NLP)
- Data Aggregation
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 分析与建模 - 自然语言处理 (NLP)
- 分析与建模 - 预测分析
- 应用基础设施与中间件 - 数据交换与集成
适用行业
- 零售
适用功能
- 商业运营
用例
- 预测性维护
- 根因分析与诊断
服务
- 数据科学服务
- 系统集成
关于客户
The customer is a North American office supplies retailer that operates multiple contact centers and receives constant customer feedback through its website and call centers. The retailer deals with a high volume of customer interactions, including text from online chats and call transcripts. Despite having a large amount of feedback data, the retailer struggled to extract actionable insights to improve customer support processes. The company needed a solution to analyze and understand the feedback to identify and address critical issues that were affecting customer satisfaction and operational efficiency.
挑战
Despite receiving constant customer feedback from its website and call centers, this North American office supplies retailer was blind to its lessons. The insights its Contact Center Team could use to identify, address, and reduce issues that chased away customers were buried within its more than 2.5 million documents. The feedback included text from online chats and call transcripts across multiple contact centers and agents. With thousands of messages and calls each day, in-house solutions could not scale or process enough data in real time – let alone aggregate across channels and sources. An effective solution would: Analyze constant, high-volume, aggregated streams of feedback, Help identify and understand prevalent, critical issues, Uncover insights to improve customer support processes.
解决方案
With Luminoso, the team analyzed its aggregated data, surfacing trends, unknown issues, and root causes. Initially focused on prevalent concepts, the analysis yielded unexpected insights. For example, a site migration bug prevented logins to the retailer’s rewards site. The team had assumed this was due to forgotten usernames or passwords. And from chat transcripts, the team learned that issues with modifying or canceling online orders had led to an influx of calls. The Contact Center Team coordinated with the Website Team to fix the migration issue and add the ability to change or cancel orders. While tracking these fixes to ensure resolution, the team continued to monitor data to capture issue recurrence – and identify new problems.
运营影响
数量效益
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