Keatext and QuestionPro, two companies leading innovation in the CX space, have partnered to provide conversational analytics to our joint customers. What does that mean for you? Read the press release, or stay here for the details that matter most to you as a CX professional working with multiple feedback channels.
The landscape today
Call transcripts and post-call surveys are often treated as distinct channels. Analyzing them both together requires a lot of manual work and presents a significant barrier to insights.
In order to understand why customers gave a certain NPS, for instance, CX professionals need to find and read the transcript associated with each call. At scale, this process is inefficient and businesses are losing insight into customer satisfaction as a result.
By working to unify these channels, businesses are instead able to gain across-the-board visibility into the conversations associated with post-call surveys. This new dimension of analysis illuminates trends and issues that may not be clear from the NPS alone.
CX professionals need a strong analytics solution that brings together these feedback channels for more advanced insights. Today’s partnership between Keatext and QuestionPro aims to address this need in the market.
Making an impact with conversational analytics
Applied to the contact center, conversational analytics uncovers the “why” and the root causes of low NPS given in post-call surveys. It can even pinpoint the exact moment in a conversation that affected the NPS. This level of granularity is important for a complete understanding of issues in the contact center.
Even more interesting is that conversational analytics provides the ability to separate a conversation into the interactions from the customer and the agent. This enables CX professionals to monitor agent performance and address issues that may be impacting the NPS.
Before, CX professionals would have had to manually find and read the call transcript from a post-call survey with a low NPS. With Keatext and QuestionPro’s conversational analytics, unified insights are automatically developed. These insights can be actionized to prioritize efforts to address issues in your contact center.
At a glance
Keatext and QuestionPro’s partnership supports CX professionals and contact center operations. Here’s a quick look at the benefits that Keatext provides for QuestionPro customers:
- Unified insights: QuestionPro customers can now centralize all their customer feedback sources, including surveys, reviews, support tickets, and call transcripts or chats from the contact center into a single platform for unified analysis.
- Conversational analytics: By analyzing call transcripts alongside post-call NPS surveys, QuestionPro customers can pinpoint the exact moments in conversations that impact customer satisfaction. This granular level of analysis will empower businesses to take immediate action to improve customer experiences.
- Efficient reporting: Keatext’s cutting-edge text analytics technology enables QuestionPro customers to analyze unstructured text data with greater precision and speed in order to report efficiently on customer satisfaction.
About Keatext
Keatext enables businesses to unify all their customer feedback channels and understand satisfaction at every stage of the journey. With all customer insights in one platform, CX professionals can easily pinpoint trends and issues, report more efficiently, and make informed decisions that consider all aspects of the business.
Identify the critical stages of the journey or aspects of your business that are hurting NPS or CSAT scores
Customize and create multiple dashboards with different filter criteria to easily visualize insights
Chat with Keatext to enrich your insights with categories based on the context of your business and reporting needs