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Your contact center is one of the main sources of interactions with your customer, and a wealth of data is automatically collected. Typically, the team is the first to learn about what is working (or not) in the marketplace.
HGS can work with Twilio Flex to mine this data and generate insights (e.g., product, promotion, advertising) in real time to maximize the customer experience.
At-a-glance
Critical to success today is the ability to remain nimble in the marketplace to optimize customer satisfaction. Empowering business teams with real-time customer data related to product or marketing programs allows for the agility to adapt and make changes as needed.
HGS ensures your enterprise has the Voice of Customer insights at your fingertips to facilitate learning and decision making.
Understand the voice of the customer (positive, negative, neutral) based on customers’ interactions across all channels.
Gain immediate insights and have the ability to proactively readjust and respond to marketing campaigns, website/mobile app issues and competitive activity.
Identify areas of improvement using customer feedback.
Understand broad themes around customer experience and validate with qualitative data.
Our Voice-of-Customer Insights Strategy Workshop helps clients build a blueprint using Twilio Flex and Segment CDP.
Equipping business teams with valuable customer insights around product performance or marketing programs provides them the data to make informed decisions around what is moving the needle. Are business objectives being met? Are consumers happy with the product? Why or why not? Is the latest consumer promotion netting results? Imagine having all of this information at your fingertips in real time!
HGS can help integrate customer interaction data from Twilio Flex into Segment including:
Deeper consumer insights will allow for greater understanding and more marketing plan flexibility:
Segment and/or Twilio Flex clients who are:
Talk to an expert for more success stories and learn how we can help you optimize your Twilio implementation.