For players in the banking and insurance sectors
Analyze
customer feedback to improve satisfaction and service quality
Every day, establishments collect a significant volume of customer feedback: satisfaction surveys, complaints, calls, emails, online reviews.
But this data is often scattered and difficult to use on a large scale.
Our platform automatically analyzes this feedback using artificial intelligence to identify pain points in the customer journey, improve service quality and manage customer satisfaction.
The challenges of customer relations in banking and insurance
-
Numerous customer reviews, but complex to analyze
Banks and insurers have multiple sources of feedback:
✓ Satisfaction surveys (NPS, CSAT…)
✓ Customer complaints
✓ customer relationship centers
✓ Online reviews.
But in reality:
✓ The analyses are lengthy and manual.
✓ The data is compartmentalized
✓ The causes of dissatisfaction are difficult to identify.
Our solution allows us to automatically use this data to identify key issues and customer expectations. -
Identify the pain points in the customer journey
The customer journey has become complex and omnichannel: agency, telephone, customer area...
Points of friction can arise at any stage:
✓ processing times
✓ Lack of clarity in the information
✓ Quality of advice
✓ Claims management.
Our platform allows us to precisely identify where the irritants are located and their impact on satisfaction. -
Better utilize customer complaints
Complaints are an essential source of information… but often underutilized.
Our solution allows you to:
✓ Automatically analyze the reasons for the complaint
✓ Identify recurring causes
✓ detect malfunctions.
Artificial intelligence at the service of customer relations
AI makes it possible to leverage customer feedback on a large scale and continuously.
-
Automatic analysis of customer feedback
AI automatically identifies:
✓ Key themes (advice, deadlines, service, digital…)
✓ associated feelings
✓ Recurring topics.
The teams have a clear and structured vision of customer satisfaction. -
Irritant detection
Our solution allows us to detect:
✓ Recurring problems in the customer journey
✓ Declines in satisfaction
✓ the critical points impacting loyalty.
This information allows us to act quickly to improve the customer experience. -
Managing satisfaction and compliance
Analyzing feedback also allows us to:
✓ Monitor satisfaction indicators
✓ Document customer issues
✓ improve internal processes.
Why do banks and insurers use our solution?
Our platform allows banking and insurance professionals to:
✓ Automatically analyze thousands of customer reviews
✓ Quickly identify pain points in the customer journey
✓ improve service quality
✓ manage customer satisfaction
✓ facilitate decision-making.
This allows teams to improve customer relations while optimizing their internal processes.
Improve your customer satisfaction
Let's discuss your needs to identify the most suitable solution.
Free 14-day trial, no credit card required.
