What are the most frequent use-cases of this emotional alerting system ?
| Case | Conditions | Destinatories of the alert |
| Automated distribution of comments to operationals without platform access | - Depending of some perimeter conditions - optionally you can add secundary conditions (comment's emotion, perimeter filters, topics, keywords) (in order to limit the data flow if needed) | Agency directors, Business unit responsibles, operationals, experts, internal mailing list, etc. |
CHURN 1: Explicit churn threat dedicated management | When the category Churn risk or Attrition threats is detected in a comment, a human should read the comment and a call back organised if the alert is confirmed. | Any client responsible of the call back action: Call back, insertion in a diffusion list, customer email to be sent, CRM data insertion / update (risk level update,...) etc. Depending of the perimeter: gency directors, Business unit responsibles, operationals, experts, internal mailing list, etc. |
CHURN 2: Implicit churn threat dedicated management | The customers that have left you may have left some emotional signals indicating that they wanted to churn. You can select only the churners and define risk markers. There you can define a predictive approach on the basis of the lost customers : a profil of the emotions / themes / segments combinations of customers that are suceptible to leave you in a very near future. When such a profile is seen (defined by a variable combination: segment x subjects x profile x emotion x csat score x reco score x etc.), you can trigger an alert and forward the information to operations. You can also annotate your CRM with a higher risk level. | Any client responsible of the call back action: Call back, insertion in a diffusion list, customer email to be sent, CRM data insertion / update (risk level update...) etc. Depending of the perimeter: gency directors, Business unit responsibles, operationals, experts, internal mailing list, etc. |
| Unhappy VIP segment | When a VIP or very contributive customer segment expresses negative / unfavourable emotions. | The people in charge of the customer relationship. |
| Very High Satisfaction management | When any customer expresses negative / unfavourable emotions. | The people in charge of the customer relationship. |
| Best verbatim / Enchantment points | To put forward the best verbatim and encurage the team with the best practices... | Depending of the perimeter: gency directors, Business unit responsibles, operationals, experts, internal mailing list, etc. |
| Build an Emotional CRM | Launch actions depending of the emotional posture of the responses, inform the whole organisation of the emotional state of the last interactions with this account / customers. | IT responsibles CRM responsibles |
CRM integration Customize / Personalize the customer relationship | Be able to use the comment, the chat conversation or the emails to annotate the sensitivity to a specific topics ... ex: CASE 1: Price sensitivity ex: CASE 2: Is particularly concerned by the team turnover ... and launch massive dedicated communication or actions on the identified group of customers. | CASE 1: Propose a promotional offer to this customers CASE 2: When customer support team is changing, ask your team to inform those customers and reinsure them. |
| Specific management of the life moments and sales opportunities. | When a customer is indicating in the comment a precised life moment that can be linked to future sales opportunities | Sales team, CRM update, etc. |
Qemotion proposes CXinsights.io, a Customer experience solution: A SaaS solution that is capturing emotions from survey comments and webreviews and that is unlocking valuable insights.The customer experience management platform showcases the emotions along your real customer journey, the interactions with the staff described by your clients etc.You can therefore determine in an easier way the key action levers like:- key insights and variations,- main irritating points,- main enchantment points.The platform helps you manage and prioritize the improvement actions you want to launch in order to improve the customer experience. As a consequence, you will increase loyalty and decrease churn levels.The platform helps you also diffuse information into your organisation with automated emotional alert systems, that transform your CRM into an Customer Enriched Emotion Management system (CEEM).More information on : https://www.qemotion.com