Improve and optimise customer experience by analysing customer feedback continuously
Our semantic and sentiment analysis software allows real-time analysis of all your customers’ conversations and feedback in order to identify the key moments of customer journey with their related topics, tones and reasons of satisfaction and dissatisfaction.
Its allows you to obtain a quantitative overview and to identify weak signals by aggregating all the textual data onto a common multi-channel and multi-lingual repository, structured according to the phases of customer journey.
The software analyses text from any type of source: chatbot, emails, web reviews, satisfaction surveys, social networks, brand forum, various documents…
Proxem Studio’s semantic analysis engine also optimises request processing and detects business opportunities.
The software allows to:
• facilitate call center’s tasks regarding incoming contact processing (emails, chatbot, social networks) by detecting precisely the topics and intentions expressed by customers;
– decrease the Average Resolution Time (AVR) of incoming requests (calls, emails) by categorising messages by subject;
– improve the responsiveness of support teams by setting up automatic alerts for priorities (risk, churn). The alert also shows the client’s personalised record.
–automate typical answers to incoming requests in a relevant way, thanks to the precise identification of the topics and the intentions. This can be applied to chatbots, FAQ, emails and social networks.
Proxem Studio is a decision-making tool that allows you to focus on your KPIs and high value-added tasks.
It helps you to improve customer satisfaction indicators (Net Promoter Score, customer retention, Average Resolution Time…) and to measure the performance of your actions (loyalty, conversion, brand attributes, brand image, operating costs, churn rate… ).
The various Proxem Studio modules allow you to be reactive and efficiently share information to all employees of the company.
Proxem Studio collects, analyzes, and visualizes textual data for businesses.Discover Proxem Studio