Shortcut to actionable customer insights
Wanting to keep costs at a minimum, get started quickly and not wind up in some huge implementation project, the company turned towards nps.today. With a plug-in to their new phone system, Dstny, they were soon up and running. At a detailed level throughout the customer journey, they now know how to finetune and adjust customer interaction.
“All customers will receive a text message right after having been in touch with someone at whiteaway. They give us a score from 0 to 10 and often add a good reason for their score. This means that I can zoom in on every customer interaction. By individual agent I can see the exact split between promoters, detractors, and passives which is extremely helpful in the management and coaching of my team,” Mads Emmert Jensen explains.
From insight to action with Artificial Intelligence
Proactively wanting to improve every touch point throughout the customer journey, whiteaway analyzed their NPS scores and customers’ comments to identify focus areas. Peter Aagaard, who is Head of Customer Success Agency of whiteaway explains how they decided to begin by focusing on the improvement of dialogues with customers. For the purposes of going into detail and detect areas for improvement, they used the conversation analysis tool Capturi.