(415) 623-8646

ACQUIRE New Customers

ASK tells you what prospects, customers and business associates care about, what issues they are having, and what they really think.

 You can optimize revenues by managing the steps in sales and up-sell processes.

SUPPORT Existing Customers

ASK Empowers you to manage your support resources to achieve optimal performance and quality, improving customer satisfaction and reducing costs.

Sets the foundation for long term customer relationships.

KEEP Existing Customers

ASK reduces churn and sends alerts for key events that may cause churn. Alerts may be texted, sent to the ASK app, or to the desktop dashboard.

Allows you to discover issues early in the customer life cycle to reduce dissatisfaction.

A6 Key Tools for Acquiring, Supporting, and Keeping customers

Scorecards

Manage agents to best practices to meet business goals: productivity, sales, support, and improved customer experience.

Sample Color-coded scorecard for call center agents
Sample Color-Coded Scorecard showing agents' performance of customizable tasks

Pre-packaged & Ad Hoc Searches

Access pre-packaged searches or create new ad-hoc searches while researching issues. Save them for future use or add them to scorecards.

Free-form Speech Surveys

  • Survey asks open-ended questions so callers may speak frankly
  • Speech Analytics categorize responses
  • Scorecards provide results to managers and directly to agents

Example questions: How was your service today?

"Your agent was great but I couldn't order from your website."

How could we improve for you?

"I have trouble understanding your bills, that's why I called."

Alerts

ASK allows you to receive alerts for these important events:

  • A sale closed
  • There's a Churn Risk
  • Escalations
  • A Bug is reported
  •  Website issues 

Alerts can be sent as SMS messages to your mobile device, emails, or dashboard displays, allowing you to respond to lost revenue or rescue opportunities, operations issues, or sudden changes in customer enquiries.

Data Extracts

A range of tools enable full data extracts of the results of the ASK solution. This includes not only all the ‘hits’ on call transcripts, but also the metadata with each call, transcripts and audio files.

Thus ASK can play a role with other solutions, populating other dashboards and systems.

Word Frequency Analysis

Rich support for Word Frequency Clouds and data extracts enables users to see changing trends in call content that they might not have otherwise seen.

ASK provides the ability to create a Word Frequency Cloud – and data tables with the same content – relevant to any search that one uses in the dashboard. For instance, if a user has a metadata field which specifies the product name, or marketing program, the Word Cloud will be linked only to those specific data values.

To find out more about Packaged Speech Analytics from Listening Methods call (415) 623-8646. Hours: 8am - 5pm PST.