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 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.
6 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.
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
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Survey asks open-ended questions so callers may speak frankly
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Speech Analytics categorize responses
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Scorecards provide results to managers and directly to agents
Sample questions: How was your service today?
"Your agent was great but I couldn't order from your website."
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 · Emails · Dashboard displays.
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.
ASK™ data can be input into other solutions, populating dashboards and systems from various vendors.
Word Frequency Analysis
ASK™ provides rich support for Word Frequency Clouds and data extracts, enabling agents and analysts to see changing trends in call content that they might not have otherwise noticed.
· All of the information in ASK™ Word Frequency Clouds is searchable from the Dashboard.
An example: a marketer doing competitive analysis sees a competitor company's name in the Word Cloud. They want to know what callers are saying about the competitor and the exact number of times their name is mentioned. A simple search from the dashboard brings up all recordings that contain the company name, with the number of references for precise insights.