Fortune 500 Technology Company

Industry: Technology / Software
Department(s): Customer Experience

Use Case(s): Increase Customer Acquisition, Improve Coaching & Training

This company uses Stratifyd to analyze customer chat interactions to identify causes and assess contact center agent performance. This data is used to help them be more proactive than reactive in addressing customer concerns. These insights also help improve coaching and training to boost contact center agent performance.

Leadership

Challenge:

  • They had no way to analyze data from customer chat interactions

Solution:

  • Stratifyd provides critical insights from customer chat interactions for strategic decision making

Results:

  • Increased customer acquisition
  • Improved coaching and training for contact center agents
  • Improved contact center agent performance

Analyst

Challenge:

  • They were struggling to maintain numerous taxonomy models
  • They were missing key pieces of information not being classified
  • Malware was going unnoticed in the human biased taxonomy models
  • Difficulty determining causes of customer chat interactions
  • Inability to determine customer sentiment from chat interactions

Solution:

  • Stratifyd enables them to monitor incoming chats in real time
  • Stratifyd automatically categorizes chat verbatim to help identify the cause of chat interactions
  • Stratifyd's AI provides customer sentiment scores and reasoning for chat interactions

Results:

  • Decreased time spent on data analysis
  • Increased analysts' ability to take action on insights