Ventrica Customer Listening Tool
Ventrica CLT is designed specifically for the contact centre, using A.I. to classify, categorise, and summarise contacts across any channel including voice, email, messaging and social.
Ventrica CLT is designed specifically for the contact centre, using A.I. to classify, categorise, and summarise contacts across any channel including voice, email, messaging and social.
Off-the-shelf social media listening tools are designed to meet the extensive needs of marketing teams in organisations.
They are not designed to instantly help create a swift solution for your customer’s problem.
Ventrica’s clients found that marketing social listening tools come with expensive licensing costs which can be prohibitive. This purchase is further complicated by the fact that the tools themselves do not easily integrate with existing customer relationship management databases (CRM), despite their large price tag.
In the customer experience space, customer listening tools are rarely fit for purpose and won’t allocate the customer to the most effective advisor or even create a seamless customer experience.
Agents are left sifting through mounds of tickets to slowly find a customer with a specific problem, and only then must request that the client engage on another platform (e.g. email) to share further information and help find a resolution.
This is slow, labour-intensive, and expensive.
Ventrica’s developers have created a cost-effective solution that integrates with your CRM, tags and prioritises the keywords you want and, crucially, allows you to ignore specific keywords that are lower priority.
This is not a social media tool for Marketers. This is developed for customer experience specialists who want to quickly solve issues flagged on social media – pulling out the queries and instantly moving them into your environment (CRM) with no further handling.
Ventrica CLT is designed specifically for the contact centre, using A.I. to classify, categorise, and summarise contacts across any channel including voice, email, messaging and social.
What is even more impressive is that the Ventrica CLT then creates tags and pre-populates large sections of your CRM with those tags with no manual handling.
Collect feedback with a quick and clear action plan in place, to avoid customers feeling unheard, frustration, and the potential for brand dissatisfaction.
Analyse a ticket which can then be routed to the right agent based on customisable triage processes and service levels – and it can fully integrate with your existing CRM giving you a single customer view and a detailed contact history.
Interpret customer feedback with real skill - avoiding misunderstandings or misinterpretations of the data that can lead to misguided decisions.
Quickly allocate the customer to the most effective advisor or information source.
Give you real-time data to better understand the customer experience.
Reduce handle times from hours to minutes (and even seconds) when combined with AI-generated prompts and responses.
Ventrica Customer Listening tool can be customised to fit with your environment at a fraction of the cost of a big-name listening tool which will not integrate with your CRM.
In this white paper, we look into why and how evolving customer preferences and advances in technology are transforming the customer experience. While we can’t all be Edison, Ford, or Bezos, we can certainly apply that type of thinking in our own roles to design new solutions for our customers and continue to improve existing ones. To do that, we need to understand what customers want today and how their preferences and demands are expected to change.
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