Businesses and institutions use Stratifyd’s Connected Intelligence platform to address a variety of different CX use cases:
Customer Intelligence
Stratifyd optimizes customer journeys, reduces churn and improves win rates by pulling actionable insights buried in your customer interaction data.
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Improve CSAT and NPS -
Smooth friction across channels -
Gain new insights on customer needs and trends -
Improve up-sell and cross-sell rates -
Increase revenue per customer
Creating a single source of truth for customer, product, and brand-focused data analytics
Many B2C companies struggle to get a clear picture of current and emerging customer needs as a result of fragmented and siloed data spread across their organization in the form of surveys, social media, chat/call logs, product reviews, and CRM tools.
Stratifyd aggregates multiple structured and unstructured data sources to provide businesses with a single enterprise view. Our proprietary AI engine helps identify new revenue opportunities related to existing product/service bundles. For example, data indicates a strong interest in purchase, but customers are not able to figure out how or where to find it. By unearthing signals like this, companies are able to take multiple courses of action such as improving contact center training to guide customers to the bundle for purchase, change contact center scripts for cancellation requests to offer the full bundle at no additional cost, promote the bundle on its website reevaluate pricing models to promote bundled upsell options.
Contact Center Experience
Stratifyd delivers new insights from call and chat transcripts to better understand call center performance, flag urgent issues, uncover compliance risks and make immediate adjustments.
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Deflect more calls to self-service -
Eliminate manual call dispositioning -
Reduce # of repeat contacts per topic; reduce handle times -
Coach reps to sell more, retain more customers -
Trigger alerts to resolve complaints
Connecting customer surveys to the contact center
More than 60% of the survey responses received by this e-commerce retailer didn’t include customer feedback, making it nearly impossible tie rationale to survey scores.
Stratifyd enabled the company to connect and unify multiple data sources – including surveys and their associated tickets – to analyze the customer and agent comments in relation to survey responses. As a result, the company found that the top issues identified in the surveys were not as prevalent in the support tickets. The new analysis also identified additional issues that had not shown up in the surveys. Ultimately, this enabled the Customer Experience and Contact Center teams to align on the top issues to address, enabling higher service levels and more efficient use of agent time.
Product Experience
Stratifyd delivers omnichannel customer insights to drive product and service innovation and optimize go-to-market strategies across different buyer personas.
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Understand what is and isn’t meeting consumers’ needs. -
Drive product/service innovation -
Identify product and process issues driving customer inquiries -
Fix product issues
Understanding and elevating product-related interactions
This e-commerce retailer was struggling to understand and act on an increase in product return-related service tickets as a result of limited agent tagging.
Stratifyd’s platform enabled the company to create multiple (75) detailed actionable tags for returns, identifying seven distinct stages based on comments in service agent responses to customers. These new insights revealed that most of the service tickets were related to the status of a return that had already arrived at the warehouse. It also highlighted the fact that the process for notifying customers about received returns was too slow.
As a result, the company was able to address the gap in their product return process to improve the customer experience and reduce unnecessary service inquiries.
Employee Experience
Stratifyd enables organizations to measure and track employee satisfaction and experience at multiple levels to highlight strengths and identify potential problems and operational inefficiencies.
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Uncover employee sentiment, reduce unwanted turnover -
Understand how changes in strategy and operations impact employees -
Create tailored and scalable onboarding experiences -
Optimize employee journeys
Gaining a deeper understanding of employee sentiment
Many companies use pulse surveys to understand gauge employee sentiment, especially during tumultuous times. Recent examples are the economic downturn during the COVID pandemic and the shift to remote work.
Statifyd’s platform enables organizations to gain a deeper level of understanding of these types of survey data. By segmenting results by groupings such as function, department and region, organizations can take targeted action such as increased management training and virtual team building activities. Others might revamp their employee onboarding processes to adjust to the new requirements of remote work.
As a result, these companies see improvements in employee engagement and find that that satisfaction extends to their customer bases as well.
Brand Management
Align your brand promise more closely with consumer needs by gaining insights into how your brand is performing through social media tracking, and sentiment analysis.
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Gain insight into brand perception in the marketplace -
Understand if brand identity is being appropriately conveyed -
Competitive analysis -
Brand equity feedback
Enhancing understanding of brand performance across distribution channels
Many luxury product brands promise concierge-level service to their customers. As part of that promise, most regularly monitor social media channels to understand customer sentiment. But as they grow, the manual effort required makes it very difficult to keep tabs on every distribution channel, creating critical gaps in customer feedback and reviews.
Using Stratifyd’s platform, companies are able to monitor feedback across every company and channel reselling their products. As a result, they are able to hone in on customer complaints and dissatisfaction based on services received through those channels and resellers. This allows them to evaluate reseller relationships and SLAs and determine which resellers are best equipped to represent their brands, and which are not.
Medical Insights
Transform your medical affairs data analysis by creating a single source of truth to optimize patient experiences and business outcomes.
Stratifyd empowers some of the world’s largest pharma and healthcare organizations to reduce manual structured and unstructured data analysis processes from hours to just minutes. Best-in-class insights are available at the click of a button, enabling medical affairs teams to pull the information quickly and easily, so they can spend less time combing through data and more time on stakeholder education and strategic initiatives.
