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Conversations

Conversations

Understanding customer conversations is integral to maintaining customer satisfaction, with agents trained to handle various situations across all channels, ensuring a consistent and positive customer experience.

CXReview deploys CXR-KC to capture insights from common call centre queries:

  • Enquiry and Information, where customers ask about products, services, or account details. Agents provide information, clarify doubts, and guide customers through processes.
  • Problem Resolution: Customers report issues with products, services, or billing. Agents diagnose problems, offer solutions, and, if needed, escalate to specialized departments.
  • Complaint Handling: Conversations often involve dissatisfied customers. Agents listen empathetically, apologise, and offer resolutions or compensations to restore customer satisfaction.
  • Feedback Collection: Agents solicit customer opinions on services or products, noting suggestions or criticisms to improve future operations.

    • Supported Call Centre and Support Channels

    Inbound Voice Calls

    Customers call for support, inquiries, or to resolve issues. Agents listen, diagnose, and provide solutions in real-time.

    Outbound Voice Calls

    Agents proactively reach out for follow-ups, sales, or feedback collection.

    Email

    Customers send detailed queries or issues, often requiring researched responses. Agents reply with structured, often templated, solutions, ensuring clarity and thoroughness.

    Live Chat

    Real-time text-based conversations on websites or apps. Agents assist multiple customers simultaneously, providing quick responses for immediate concerns.