Minimise Customer Effort to Increase Loyalty & Reduce Costs
Improve the customer experience by identifying and eliminating the drivers of high customer effort within your service system
We Understand Your CX Needs
Build Trust
67% agree “a good reputation may get me to try a product, but unless I come to trust the company behind the product, I will soon stop buying it.” (Edelman Trust Barometer 2019)
Optimise Customer Journeys
Seven out of 10 customers, who switch to a competitor, do so because of poor service. (McKinsey)
Measurable ROI
Establishing the financial linkage between investment and increased customer lifetime value
CEB/Gartner maintain that organisations that create a low-effort service experience are the most successful at building customer loyalty.
Their research indicates that effort is the best transactional loyalty metric for the customer service organisation, serving as an excellent leading indicator of customer intent to repurchase and increase spend, as well as actual word of mouth.
It is also extremely effective at driving out costs and inefficiencies.
We Understand Your CX Challenges
Time
Traditional customer research projects can take weeks, if not months
Budget
There is always the constant pressure to do more with less
Other KPIs
Other performance metrics, such as CSAT & NPS, serve well as measurement tools but lack the clarity and insight to drive action
Resource
Analysts are always maxxed-out – you have to take your turn in the queue
Data
Organisations are drowning in data but struggle to extract true value from it
Data-Driven Decisions
Weak insight compromises effective decision-making
In addition to the above challenges, we’ve also got omni-channel insights that we need to build into the equation. But, by focusing on customer effort, we can help you alleviate each and every one of these challenges.
How and where can you reveal customer effort? The evidence is hidden, in plain sight, within email-trails, webchat transcripts, support tickets, call transcripts, survey verbatims, online reviews, complaints, etc.
We pull all of this data together and run it through our DeepDive CX-Insight engine to deliver timely, actionable intelligence.
We Offer CX Business Benefits
Our AI-powered technology solutions facilitate effective action due to a better understanding of the root causes of customer issues
Speed
Fast turnaround – in days rather than weeks (compared to traditional customer research projects)
Scale
The number, types and quantity of qualitative data sources that can be ingested are unlimited
Cost-Effective
Dramatically lower costs (compared to traditional customer research projects)
Authenticity & Accuracy
By using a range of your touchpoint data sources – not just survey feedback – unequivocal, trackable, cross-channel insight is generated
Deep Understanding
Uncover the real reasons behind customer effort to understand ‘the why’ behind ‘the what’ – then share these insights across the organisation with role and function specific dashboards
CX Problems We Solve
Ever Expanding Use-Cases
Optimise Customer Journeys
Use CX analytics to identify and rank the trending customer issues that are the result of broken processes. Use the root-cause analyses to pursue cross-functional, process-improvement initiatives. Find and fight all the friction in your customer journeys.
Optimise Customer Operations
Undertake classic service improvement initiatives by attacking areas like failure demand, first contact resolution, causes of customer effort, causes of customer dis-satisfaction, etc. These all improve levels of efficiency and efficacy within customer operations
Improve Self Service
Capture, rank, and publish, every single one of the most important questions and answers that customers need access to, whilst decreasing call volumes to the frontline
Reduce Customer Churn
Proactively identify & track your customers’ causal reasons for defection. Then re-design their journeys, and your processes, to optimise their experience and retain their custom
Improve Customer Satisfaction & Retention
Capture and document your customers’ needs – their drivers of satisfaction, and therefore retention – measure their current performance, then re-design their journeys to optimise their experience and retain their custom.
Optimising the customer journey is key to retention – and actionable customer insight can lead the way.
How Effortless CX Works
A 3 x Stage Approach to Improve Customer Experience and Drive Business Results
Customer Effort (CE) analytics gives you a powerful tool to understand and engage with individual customers, at scale.
Our DeepDive analytics service takes a blended-AI approach in that it is enabled by machine-learning models – each one of which has been trained, with 100’s of megabytes of qualitative information, to ensure accurate, high-quality analyses of ingested data.
The analysis outputs inform the strategic and operational execution of Customer Experience improvement programmes that drive better business results.
We achieve these service improvements by following a structured, 3-stage value-extraction approach:
#1: Rigorous, Cross-Channel Analysis
Provides the ability to understand, and report on, the systemic issues that face your business by quickly analysing the masses of customer data that the business collects at every touchpoint
#2: Enriched, Prioritised Insights
Delivers, via dashboards, actionable insight into the ways that your organisation’s products and services can be improved. All insights are contextually relevant and applicable to customer operations.
Managed Service
Every project comes with a dedicated customer success team
#3: Direct Action
We help you to ‘close the loop’ with consultancy support for driving the resultant change programmes that positively impact your business results and deliver the desired business and customer outcomes
Why Work With Us?
Because we are customer experience experts.
We adopt an holistic, agile and iterative approach to CX improvement and we are with you for the whole journey, from project identification through to outcome delivery and review.
We are always by your side, helping you to connect all the moving parts and achieve successful business and customer outcomes.
We go beyond just delivering the typical actionable insight – we also help you to drive the action programmes that are so vital to achieving positive and sustainable change.
Great CX is Effortless
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