Brick-and-mortar and online retailers increasingly rely on superior customer service as a differentiator in a competitive marketplace. While employing this strategy, retailers must balance it with the need to cut costs and optimize their businesses.
Verint Voice of the Customer Analytics solutions provide retailers with the tools they need to build brands synonymous with customer service:
Speech Analytics for mining customer service or order calls.
Text Analytics for analyzing forum discussions, chats, emails or survey comments.
Enterprise Feedback Management (EFM) for gathering instant feedback on Web or in-store experiences.
Customer Feedback Surveys to ensure that your Customer Service Representatives are delighting customers.