The Customers Who Do Not Complain Are the Expensive Ones

How it works

Each conversation is scored on how it actually resolved, not on the presence of angry words. A customer who opens frustrated and leaves satisfied counts as a good conversation, because that is the outcome that matters to your business.

Scores are trended over time and split by channel and topic, so a dip can be traced to the thing that caused it rather than noticed as a general sense that things feel worse.

• Scored on outcome rather than on individual words
• Trended by day, channel, and topic
• Negative conversations flagged for review
• Every score clickable down to the transcript behind it

Why mood leads revenue

Customer sentiment moves before revenue does. By the time a dissatisfied customer shows up in a churn report or a lost renewal, the conversation that lost them happened weeks earlier and nobody read it.

Watching the line gives you the chance to open that conversation while the customer is still yours, which is the only point at which it is cheap to fix.

What to do with a negative flag

A flagged conversation is not a report to file, it is a task. You can route negative conversations straight to a supervisor, raise a ticket automatically, or simply have them collected for a daily review, depending on your volumes.

Because the score sits on the conversation record, the pattern behind repeated negatives, a particular product, a particular branch, a particular promise you keep failing to meet, becomes visible quickly.