Voice of Customer Analytics: Unlock the Power of Customer Sentiment

In today’s competitive business landscape, understanding your customers’ needs, preferences, and pain points is crucial for success. QEval’s Voice of Customer (VOC) Analytics empowers your contact center with cutting-edge tools to capture, interpret, and act on customer sentiment in real-time. By leveraging AI-powered customer sentiment analysis, you can transform raw feedback into actionable insights, driving improvements across your entire organization.

The Results

Customer Voices Clearly Heard

100%

Customization for Your Unique VOC Needs

70%

Improvement in Positive Sentiments

30%

Reduction in Customer Sentiments

Capture and Interpret Customer Sentiment with Precision

QEval’s Voice of Customer Analytics is more than just a software —it’s a transformative approach to understanding and serving your customers. By harnessing the power of AI-driven sentiment analysis, real-time insights, and comprehensive analytics, you can elevate your contact center performance, enhance customer satisfaction, and drive business growth.

With QEval, brands can revolutionize their approach to customer experience management. By providing deep, accurate, and timely insights into customer sentiments, it empowers you to make data-driven decisions that truly resonate with your customers’ needs and expectations. This level of understanding and responsiveness can significantly enhance customer loyalty, reduce churn, and ultimately drive sustainable business growth.

Sentiment: Positive

Amplifying Customer Insights

Why Choose QEval for Voice of Customer Analytics?

QEval’s advanced VOC analytics empowers you with the technology needed to gain actionable insights into your customers’ needs, preferences, and pain points. With comprehensive sentiment analysis and real-time speech analytics, brands can monitor and assess the quality of customer interactions, ensuring that your team meets the highest customer service standards. QEval easily tracks, analyzes, and notifies customer sentiment metrics in real-time, allowing for timely guidance, interventions, and performance improvement.

Gain Deep Insights from Customer Feedback Data

QEval's state-of-the-art VOC analytics software provides a comprehensive view of your customers' sentiments and needs. By leveraging advanced algorithms and machine learning, our platform helps you:

Identify trends and patterns in customer sentiment
Analyze the impact of agent performance on customer satisfaction
Uncover opportunities for product and service improvement
Enhance customer loyalty through data-driven insights

Real-Time Voice of Customer Reporting

Stay ahead of the curve with QEval's real-time VOC reporting capabilities. Our dynamic dashboards offer instant visibility into key customer sentiment indicators, allowing you to:

Monitor sentiment trends across different channels
Track customer effort scores and satisfaction levels
Identify and address issues as they arise in customer conversations
Make data-driven decisions to improve the customer experience on the fly

Optimize Customer Experience Operations

QEval offers a comprehensive suite of VOC analytics solutions designed to meet the unique needs of modern businesses and optimize customer experience operations. Our platform stands out for its:

User-friendly interface and intuitive VOC dashboards
Seamless integration with existing customer feedback systems
Customizable VOC reports and analytics
Ability to enhance overall customer satisfaction through data-driven insights

Optimizing Customer Engagement for A Global Drug Manufacturer

A global drug manufacturer sought to enhance its customer engagement strategy, facing significant challenges in accuracy and customer satisfaction.
They faced main 2 challenges:
1.Subpar output accuracy after one year
2.Increasing customer effort leading to negative sentiment
The solution involved:

Resolved gaps in agent training to reduce escalations.
Optimized fraud detection processes.
Recommended optimum call flow.
Shared best practices.

This targeted agent performance management improved customer engagement through enhanced agent performance and streamlined processes.

Optimizing Customer Engagement for A Global Drug Manufacturer

45%

Reduction in Escalations

48%

Improvement in Voice of Customer Analytics

26%

Improvement in Critical Behaviors

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Transforming People, Process, and Technology VOC Insights for a leading Automotive Company

A global automotive company sought to enhance its customer engagement strategy, facing significant challenges in understanding customer sentiment and satisfaction.
They faced two main challenges:
1.Low VOC Index Score compared to industry benchmark
2.High instances of agents feeling powerless to help or uncertain
The solution involved:

Improve agent training on empathy and providing assurance
Enhance agent knowledge to reduce uncertainty and powerlessness
Optimize call flow to reduce hold times and transfers
Implement stronger compliance measures for customer verification

This comprehensive analysis provides a foundation for targeted improvements in agent performance, customer satisfaction, and overall operational efficiency in the company’s customer engagement strategy.

Transforming People, Process, and Technology VOC Insights for a leading Automotive Company

52%

Improvement in Agent Quality Score

70%

Calls Concluded within 6 Minutes

28%

Improvement in Positive Sentiments

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Amplifying Conversion and Capacity in Healthcare with Conversational Intelligence

A healthcare organization aimed to amplify conversion rates and capacity using conversational intelligence.
They faced three main challenges:
1.Low plan enrollment due to gaps in agent training
2.Agents not pitching ancillary products
3.Long agent response times for customer queries

The solution involved:

Identifying agent knowledge gaps.
Determining causes of high response times and call avoidance.
Providing data-driven recommendations for performance improvement.

This approach targeted enhanced conversational effectiveness to boost enrollment and operational efficiency.

Amplifying Conversion and Capacity in Healthcare with Conversational Intelligence

22%

Improvement in Critical Behaviors

20%

Improvement in Ancillary Products

16%

Improvement in Conversion Rate

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Contact Center Capacity | Supercharging Customer Engagement For A Leading Telecommunication Provider

A leading telecommunication provider sought to improve customer engagement by naddressing two main issues: difficulties with bill payment and declining customer retention. To tackle these problems, the company implemented a three-pronged approach. They first identified communication and language issues, then analyzed their retention offers, and finally conducted a detailed examination of billing issues. These steps were aimed at enhancing the customer experience and increasing loyalty.