Customer Analytics

Reduce bad demand by identifying process and experience improvements that prevent calls or improve self-service, focusing contact centre staff on value creation and good demand. Accurate customer analytics means visibility of demand management & CSAT improvements.

Creating self-developing organisations

At Sabio, we shine the light on improvements needed for you to achieve a brilliant customer experience. On average we improve clients’ Net Promoter Scores (NPS) by more than 20% and save millions in their contact centres by improving their effectiveness.

We do this by introducing a Voice of the Customer solution. But in order for a VOC to truly make a difference it needs to become an integrated part of the business.

Gain a true, cross-channel Customer Journey perspective

In today’s digital world customers engage across multiple touchpoints making it difficult to understand how to measure and improve the service that you deliver. Trying to piece together journeys using multiple reporting tools can be challenging.

Sabio’s Customer Journey Analytics approach links data cross the customer journey to provide you with the intelligence not just to understand what happened, but also to investigate why it happened in order to predict what could happen next.

Understanding what customers are likely to do next

It’s only by tracking exactly how customers are behaving across all your different contact channels that you can understand how individual customer interactions are likely to progress.

Customer journey analytics helps to expose potential obstacles to customer journey success – giving you the core insights needed to deliver a brilliant customer experience and more successful outcomes.

Sabio Insight’s Customer Analytics offer supports a broad range of functions, including:

• Customer journey visualisation
• Demand tracking and benchmarking
• Analysis of sentiment and intent

Deeper Customer Journey Insights

Whether it’s surfacing complex customer journey issues or helping to optimise self-service experiences, Customer Journey Analytics draws on advanced data sources to offer a number of predictive models, including:

• Customer effort & sentiment
• Potential fraud activity
• Propensity to buy, churn or complain

Find out more about how the Sabio Insight’s portfolio of data insights, customer journey and customer orchestration services can help you by contacting [email protected]