Satisfied or Dissatisfied?
17 November 2020
Customer experience starts and ends with customer satisfaction. But how do you know when a customer is satisfied or not?
Enterprises today measure customer satisfaction through a combination of anecdotal evidence and often slow reporting. Most see a significant gap between industry leaders and their peers. Leaders are moving to real-time and predictive views of customer experience.
And that’s where Unified Call Recording comes in.
A recent Walker Info report revealed that customer experience is overtaking price and product as a key brand differentiator. The report further shows that 86% of buyers are willing to pay more for a better customer experience.
At the core of these efforts is capturing every conversation with a customer in real-time, using AI to score the conversation sentiment, and presenting data in real-time – not just in dashboards but in every customer record.
This same data becomes the fuel for “Know Your Customer” – a key component of most global compliance mandates.
A Forbes Insights survey of 357 executives found that the benefits of data-driven customer experience are wide-ranging – including enhancing revenue generation and enabling cost reduction, as well as process efficiencies and quality improvements.
The point of sentiment analysis isn’t just to know what was said, but to be able to do something about it. Modern Unified Call Recording platforms don’t just tell you how satisfied your customer is, they tell you how satisfied your employees are. Integrating employee experience is essential to improving customer satisfaction. Effective use of Unified Call Recording will tell you the real impact.
Recorded calls are an invaluable resource for training and quality control. Don’t throw your new staff into the deep end – show them what works well and what doesn’t during their onboarding by playing them real calls.
But don’t just take it from us, let one of our customers show you how they’re using voice data to optimise their customer experience.
A&E Auto Glass on Dubber
“The Dubber solution has been a great blessing for our company because we are able to listen to calls for quality and training purposes.”Eric Solheim, A&E Auto Glass
A&E Auto Glass are a family-owned business that has been working to provide the best windshield replacement experience for 17 years. We spoke to owner Eric Solheim about how A&E Auto Glass are improving customer experience with Dubber.
Dubber: What was the challenge that brought you to choosing Dubber?
Eric Solheim: We didn’t have call recording and wanted an affordable solution to help with dispute resolution, as well as to enhance our employee training. Our ultimate goal was ensuring customer happiness and accuracy in our communications.
D: How did Dubber help you solve this problem?
ES: Since deploying Dubber, dispute resolution has vastly improved with accurate records of conversations with customers. We know exactly what was said, which protects us against any future liability. We also use recorded calls to enhance our staff training to ensure that our customers are getting the best service with accurate information.
50% increase in disputes resolved in favour of the company
70 phones at the company
98% accuracy of recorded calls
D: What was the process of going live with Dubber like?
ES: We have our telephony service with Cox so Dubber was a clear choice as it’s the best deal out there with our phone system. They aren’t just the best deal though; their solution works very well and we deployed it across all 70 phones in our business.
The results have been great, 98% of the time the call is perfect quality. The Dubber solution has been a great blessing for our company because we are able to listen to calls for quality and training purposes. Not only is the price reasonable, but the customer service is very helpful and quick to respond. I would definitely recommend Dubber!