Systemic issues–like login not working on your web service or eCommerce shipping problems in a warehouse–may cause lost revenue and customers. That is why it is important to quickly pinpoint this type of problem clusters. Manual ticket tagging is slow, expensive and the results are inconsistent. Automatic feedback categorization service fixes this problem in real-time, accurately and feasibly.
Ask any contact center manager, and they’ll tell you: they receive a multitude of complaints about the exact same issue over and over again. And this happens all the time. But all contact centers have a categorization system, so problem solved, right? Not so fast!
As we have seen in our other blog post, there is lot of valuable information hiding in your customer support chat logs. You could try to get contact center agents to categorize your chat data, but that takes time away from them helping your customers. On top of that it is difficult to do such work objectively and consistently for prolonged periods.
How to find a solution that can easily extract the valuable signals from the noise?
More and more companies use chat for customer support and sales. It is convenient for customers, support agents can serve multiple customers simultaneously, and the chat log text data is immediately available for feedback analysis.