CX
May 13, 2024
Those hidden corners in your rearview mirror are usually the most dangerous when you're on the road.
Similarly, if left unchecked, blind spots in your customer service organization can drive customers away, much like an unnoticed car in your blind spot can lead to a collision.
Uncovering and troubleshooting these CX issues is crucial; it allows you to navigate your business with a clearer view, making sure your customers have a smooth experience across every stage of the buying journey. By doing so, you prevent small issues from turning into major problems, keeping your customer relationships on a steady and positive track.
When you understand and address these hidden issues, you can more easily report back internally to your executives, draw clear action plans to address problems that are placing retention at risk, and ultimately help you create better customer service strategies that curtail churn and even help you grow topline.
Read more to uncover battle-tested ways to find and fix customer support problems.
Table of Contents
1. Analyze every customer interaction, but not manually
If you’re manually reviewing and randomly sampling calls, odds are your team is spending hours trying to find reasons behind call surges or a spike in cancellations. It’s tough to get a pulse check on the state of the business this way.
The good news is that with the rapid evolution of AI, it’s much more cost-effective and simple to get full insight into the conversations happening between your customers and your agents or chatbots. In fact, with technologies such as generative conversation intelligence (CI), businesses can quickly access 100% of interactions to get an immediate pulse check on key areas of interest—particularly those where they most urgently need to take action. Improving customer service delivery no longer requires reliance on manual call reviews, random samples, or stretching your teams too thin.
For instance, you can:
Get a full snapshot of what’s happening in conversations: By extending your ability to analyze more customer interactions, you’ll see the full picture and understand the issues that are arising for customers—all without exhausting your team. For example, you can have insight into what's driving sudden surges in customer inquiries and get ahead of issues before they escalate.
Gather quick trends around sentiment and intent: With 100% coverage of customer interactions, you can keep your finger on the pulse of how customers feel and adapt strategy, improve agent training, and predict future customer behavior along the way. For example, you can gather sentiment insights around promotions or special offers and understand how customers are responding to them.
Understand resolution metrics: Know how well agents or chatbots are resolving customer issues. By providing details on the volume of cases that reach a final resolution, including why customers contacted support—such as for a return, exchange, or missing order—you’ll better understand overall support performance.
2. Nix the band-aid: get to the root cause
When problems arise out of the blue, it can be easy to slap a band-aid on in an effort to resolve things quickly. Maybe it’s issuing a refund or offering a discount to prevent customer churn. And sometimes, without the right analysis, you might miss a problem until it’s already caused negative downstream impacts on your business.
The only way to get to the bottom is asking “why” until you’ve hit the ground floor. But how do you know when you’ve reached that point?
Here’s where leveraging generative conversation intelligence can be used to automatically surface themes and subthemes from conversations. For example, generative CI can help you gather insights into conversations where customer confusion is detected and allow you to drill into themes, such as order management issues, product questions, or payment confusion.
By streamlining the root cause analysis process, you can accelerate decision-making, swiftly prioritize areas for improvement, allocate resources effectively, and implement targeted strategies to address identified issues.
Get more strategies on our guide, ‘5 GenAI-Powered Strategies for Uncovering CX Blind Spots.’
3. Get generative insights to surface what you don’t know
Relying on humans to raise customer interaction insights can take days or weeks to process and surface, while generative conversation intelligence presents insights as they arise. With more timely access to customer insights, your team and business can respond faster and with greater confidence that you’re addressing real customer needs. You’ll benefit from more opportunities to improve outcomes for your customers, team, and organization.
Without any additional configuration, generative CI will automatically surface detailed information around specific themes, trends, or negative outcomes it analyzes. With in-depth information about the number of conversations and issues arising, you get a detailed picture of an issue without having to comb through conversation transcripts or search for keywords. Information is at your fingertips the moment it is automatically analyzed, removing delays, searches, and blind spots.
For example, generative CI might raise the theme of product efficacy and usage concerns. It can provide the number of conversations such issues were raised in, as well as sub-themes discussed, such as concerns about quality and authenticity, and even details around what questions were asked, such as smell or taste concerns. It also automatically surfaces themes it notices and allows you to get ahead of questions, issues, and concerns without having to listen to a single conversation yourself.
Troubleshooting your CX Issues
In order to easily find your customer care org's blind spots, it’s crucial to have an additional set of eyes and ears that will fully analyze every conversation, CRM data, customer reviews, and even surveys to help you find what you don't know. That’s now possible with generative conversation intelligence.
Get the Guide
Discover more hands-on strategies and examples of how generative CI is being used by leading CX orgs today to reduce churn and accelerate growth on our comprehensive guide, "5 GenAI-Powered Strategies for Uncovering CX Blind Spots.”
