Businesses have vast quantities of customer data, including product spend and transaction history, service call recordings, chat transcripts, website browsing and app behaviour.
The insights buried in this data can be incredible – if they can be unlocked.
Create a more seamless digital experience
Analysing customers’ digital journeys – the digital pathway they take, where they stop, change direction or switch channels – identifies insights about points of frustration, and the weak links in the chain.
Reduce reasons to contact
Identifying the specific digital triggers for a call or chat session – what was the customer looking, what information were they seeking, what were they trying to do –saves huge sums of money through contact avoidance.
Improve NPS on service calls and chats
Analysing call recordings and chat transcripts identifies the agent behaviours that correlate with customer satisfaction. Agents can then be trained and coached on these behaviours to improve results.
Improve sales performance
Whether it is handling an inbound sales enquiry, spotting an opportunity to cross-sell on a non-sales call, handling customer objections, simply closing the sale well – speech analytics identifies the most effective approaches, so all agents can be taught what works.
Predict the next best product to recommend to each customer
Insights about aggregate customer purchase patterns enable predictive models. These models can propose the best product to propose to each individual channel, as well as the best way and best time to do so.
We analyse voice call recordings, chat, social media and email records to understand sentiments, emotions and behaviour of both customers and agents.
We analyse customer web, app and contact activity to model how they interact with a business across all channels. We turn this into visual representations – the maps – that show bottlenecks and points of friction.
We build predictive models for sales performance and retention to identify the best product to recommend to each customer, identify attrition-risk customers, and recommend actions to take.
Our visual data explorer allows managers and senior executives to explore the data, drill down to discover more detail, spot patterns and test their own hypotheses.
Firstsource’s proprietary customer intelligence solution doubled the success of cross-selling across product categories during non-sales conversations.
Improvement in cross-selling performance
cross selling pitches from earlier 9%
Firstsource’s customer analytics solution helped the client pinpoint friction points and deploy corrective measures, identifying $1.5 million in annual savings opportunities.
Reduction in customer care cost
Reduction in voice calls
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