This study covers customer experience insights from Lenovo
Lenovo is a US$34 billion personal technology company and the world's largest PC vendor. Lenovo has more than 33,000 employees in more than 60 countries serving customers in more than 160 countries. They are a global Fortune 500 company, with headquarters in Beijing, China and Morrisville, North Carolina, U.S.
“Stratifyd allowed us to move analytics to the front line employee, increasing consumability, and placing it in the hands of those who are in the best position to affect change in the organization.”
Lenovo had a corporate initiative to actively solicit customer feedback at all points in the customer journey. Data was obtained, but Lenovo’s challenge was how to easily gain insights from the data, and even more importantly, how to provide end-users the ability to access the data for improved decision making. Lenovo wanted end-users to obtain actionable insights in real time from its online chat sessions, customer support sessions, and survey data logs in the North American market. The need to turn customer feedback into something valuable is why Signals™ was selected.
Lenovo is leveraging Stratifyd Signals™™ platform to automatically process textual data from its customer service online chat portal to help identify key patterns, behaviors and potential issues hampering the overall online experience in both macro and micro views.
The ability to drill down and focus on a specific day, or evaluating sessions over days, weeks or even months, allows Lenovo sales and customer support teams to quickly identify trends and issues and address them head on, while ensuring agents are following protocol and delivering top-notch service.
Signals™ enabled Lenovo end-user teams take a deep dive into the unstructured text of their internal data sets. Analyzing data in real time allows the customer service and customer experience teams to uncover potential issues and without complex IT integrations or by taxing data science teams. Signals™ has been able to quickly process all the data and present it in a way that allows Lenovo to better manage the overall customer experience.