Customer Satisfaction Insights - Data collection, interpretation, and analysis

Customer Satisfaction Insights - Data collection, interpretation, and analysis

In most cases, Ventrica acts as the first point of contact a customer has with an organisation. This means we are uniquely placed to provide valuable feedback and information using customer experience insights driven by their behaviours, sentiment, purchasing habits and a raft of other metrics.

For example, intelligent collection, interpretation, and analysis of data allows us to provide our e-commerce clients with highly valuable product sales information, broken down into a vast array of combinations using customer insight technology. This type of analysis helps our clients to cross-sell more by identifying product associations to better understand which combination of products customers are most likely to buy. Through this analysis and based on historical purchasing behaviour, we can undertake customer loyalty insights using propensity modelling that can help predict future purchasing habits. Detailed customer insights allow you to become more focused on profitable customers.

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Customer insight tools - implementation to improve

Our service encompasses more than just managing BAU on behalf of our clients. We consistently challenge our existing operational methodologies with a view to implementing more cost-efficient and agile customer insight solutions that will improve the customer experience, like our multilingual services, and drive more sales. We can help your business understand detailed customer insight marketing techniques and help implement the best tools to achieve results.

Our Service Delivery Managers are tasked with ‘getting under the skin’ of our clients’ businesses. Through an in-depth knowledge of our clients’ business as customer insight analysts, it allows us to implement improvement initiatives that are designed to reduce costs, increase sales, and consistently improve the customer experience. These types of initiatives include reducing unnecessary contacts into the business through recommendations designed to improve self-serve measures, such as:

Signposting

Better website signposting

Signposting

Intelligent IVR to provide more information to the customer before being passed through to a live advisor

Signposting

Implementation of CSAT measures to gauge customer feedback and sentiment

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Measurement of social customer sentiment

Signposting

Clever dialling strategies to ensure on outbound campaigns we are maximising client contact through intelligent use of big data customer insights