Understanding the voice of your customer
Customers interact with your brand via your website, using mobile apps, contacting your call center, and visiting retail locations. They also interact by engaging other customers and prospects on social networking platforms. Each of these interactions is an ingredient in the overall customer experience. Each individual ingredient is important to understanding, and ultimately revealing, the true voice of the customer.
HP’s Voice of the Customer solution reads and understands virtually all data, structured and unstructured, so that you can gain the comprehensive insight you need to make customer experience improvements with real business impact, and to elevate your effectiveness in decision making. For example, you may discover in real time, from customer tweets, that the microsite for your marketing campaign is too slow or that your offer is not compelling enough and is impacting your response rate. Voice of the Customer gives you this information, so you can take fast action without losing momentum.
Turn insight into results: Extract valuable insights from virtually all data sources by understanding key concepts and relationships held within customer feedback analytics across multiple channels.
Identify patterns and sentiment: Extract concepts and meaning to deliver real contextual insight from unstructured, human friendly information in contact center recordings, tweets, blog posts, Facebook comments, online product reviews, and verbatim answers from open-ended survey questions.
Analyze and organize data based upon patterns and sentiments: Automate manually intensive processes to accelerate intelligence delivery for fast, well-grounded decisions and actions.
Create informed, compelling experiences: Leverage a flexible system to optimize processes and react to new opportunities or changes in market dynamics.