Survey tools collect feedback after individual customer interactions, such as an online checkout experience or completing a flight. Thematic's AI analyses turns this feedback into deep insights. We tell you what works and what doesn’t, at critical moments in the customer journey.
In a contact center interaction, this may mean identifying which specific processes aren’t working, and why. Or which specific attributes of call-center agents are producing the most positive customer sentiment? Knowing these will help you save customers.
|40%||Reduction in support call volume for key issues|
|C-Level||Insights used in executive reporting and decision making|
|60x||Cost savings compared to traditional market research agency methodology.|
|5.4pt||NPS increase and 2x faster growth since uncovering payment issues in one of the markets.|
|20+pt||Increase in NPS from implementing station-level insights from feedback|
|20X||Reduction in analytics time for unstructured feedback|
|60 hours||Time saved by not needing to manually read comments every month|
|10+pt||Growth in tNPS from Thematic insights|
|EASY||Insights from feedback are now availabe on-demand through portals, and manual feedback analysis has been eliminated|
|Data-Driven||It is now possible to understand the impact of decisions on NPS|
|20 hours||Monthly time saved by analysts not having to manually read and code comments|
|3x||Insights led to increase in customer communication frequency by 3x - from quarterly to monthly|