Improving customer satisfaction

A company’s performance and growth depend on the satisfaction of its customers. For improve customer satisfaction, This means identifying their new expectations, detecting any grounds for dissatisfaction in real time, and optimizing the quality of service delivered, by listening to them continuously and exploiting their feedback. Thanks to semantic AI coupled with satisfaction surveys, it’s now possible to obtain comprehensive feedback, including the tracking of indicators such as the Net Promoter Score (NPS) or CSAT, targeted action plans to remedy hitches in the customer journey and improve the customer experience.

Eloquant’s Customer Experience Cloud platform gives you a tool for a tool for analyzing customer satisfaction at the moments of truth in their customer journey and on the most appropriate channel, you can exploit their verbatims and emotions, and determine the KPIs to monitor: NPS index, CSAT index, etc., interview your employees, deploy the action plans provided by AI to improve customer satisfaction continuously

Issues

Customer loyalty

A satisfied customer is likely to be more attached and loyal to the brand, whereas an unhappy customer is likely to leave. Amprove the customer experiencereduce the risk and churn rate, require proactive action to deal with dissatisfaction at every key point in the customer journey.

Recommendation and brand image

By sharing their positive experiences, satisfied customers are the brand’s best ambassadors, while dissatisfied customers can seriously damage its reputation. High customer satisfaction, validated by a good NPSwhich takes the form of good online reviews, will strongly influence purchasing decisions.

Competitive differentiation

In increasingly competitive markets, delivering an exceptional customer experience is a key differentiator. Companies that focus on improving customer satisfaction stand out by offering superior service, personalized interactions and added value.

Optimizing customer value

Winning over a new customer is 7 times more expensive than retaining an existing one. What’s more, a satisfied customer is more likely to renew his or her purchase, or to complete his or her basket with additional offers. Customer satisfaction is therefore a major challenge for any company.

Solutions

Satisfaction surveys and customer feedback

Semantic AI

Selfcare

Quality monitoring

Bravo Module

Omnichannel contact center

Chatbots and virtual assistants

Publication of notices

They use Eloquant

We support 320 customers and our solutions are deployed in 123 countries. Discover some of our achievements…

Insurance and mutuals

Mutuelle Nationale Territoriale (Groupe VyV)

Telecommunications

Bouygues Telecom Entreprises

ARaymond

When a global industrial company measures... customer AND employee satisfaction

Industry, Construction and Public Works

BDR Thermea

How BDR Thermea optimizes call management for optimum service quality!

Business Services, IT, Software publishing

Ivalua

When a Franco-American unicorn, a leading international Purchasing software publisher... optimizes its technical support management

Energy, Water, Environment, Industry, Construction and Public Works

Primagaz

How Primagaz optimizes call handling and customer service quality

Eloquant, your Customer Experience cloud platform

A unified, centralized platform to manage, orchestrate, measure and analyze conversations with your customers. Listen to the voice of your customers and act in real time on the drivers of satisfaction or dissatisfaction to improve the Customer Experience.

Omnichannel Contact Center

Voice of the Customer / Satisfaction surveys

Case studies

Here are a few case studies!

Blog

Check out the latest Customer Relations news!

White papers

Download studies and analyses of the market and our solutions!

Are you intrigued? Need to know more before taking the plunge?