SOURCE: Talkdesk

May 17, 2016 14:45 ET

Talkdesk Now Enables Brands to Predict Customer Loyalty

Talkdesk Customer Sentiment Score Makes It Easy for Brands to Understand and Address Issues to Increase Customer Satisfaction

SAN FRANCISCO, CA--(Marketwired - May 17, 2016) - Talkdesk, the world's leading cloud-based call center software provider, unveiled the launch of Talkdesk Customer Sentiment Score (CSS) which allows companies to understand customer sentiment as well as predict potential customer unhappiness and proactively address it. Details of the new feature, which is currently available in beta, were unveiled at the Opentalk Summit today in San Francisco.

"Today's companies need to do so much more than simply allow customers to connect with them on a basic level," said Tiago Paiva, Founder and CEO of Talkdesk. "With the help of our Customer Sentiment Score, our users can go beyond simply handling customer concerns and proactively address and improve the customer experience."

Many modern companies have become focused on making their customers happy, but the metrics for gauging success have simply not been there. With the Customer Sentiment Score, brands can now get a 360 degree view of their customers' happiness enabling them to proactively work to reduce churn and promote loyalty. In addition, call center admins and supervisors can get visibility into agent performance, recurring product issues and overall call center success.

The Customer Sentiment Score is calculated, in part, by measuring customer satisfaction via SMS after each interaction and asking call center agents to record their perception of the customer's mood when the conversation ended. Then, using a predictive analytics algorithm, Talkdesk combines agent and customer data with other available metrics, such as the number of transfers and the time of day that the interaction took place, to produce a score in real time.

"One of the most interesting things we learned while testing the Customer Sentiment Score was that just incentivizing agents to rate the happiness of a customer after a call led to more positive interactions and improved satisfaction," said Paiva.

Customer Sentiment Score is the first step of a larger predictive analytics initiative at Talkdesk and part of the company's overall mission to enable better real-time interactions between businesses and their customers.

Talkdesk is headquartered in San Francisco and has a satellite office in Lisbon, Portugal.

About Talkdesk
Talkdesk is next-generation cloud-based call center software that helps you connect with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, real-time conversations with customers.