From Insight to Action: The Underlined CX Workflow
- Collect and Connect All Customer Data
- Analyze and Label
- Discover Patterns, Trends, or Bottlenecks
- Take Action
Insights Based on Customer Data
The more data you gather, the more value you can derive. Our platform connects and analyzes various data types for a complete view of customer interactions:
- Conversation Data: Phone calls, emails, WhatsApp, chatbots, and social media to understand customer topics.
- Feedback Data: Survey responses for valuable customer feedback.
- Interaction Characteristics: Details like channels, call duration, and menu options to give context to interactions.
- Customer Characteristics: Demographic and profile information to personalize customer experiences.
Use these insights to understand why customers contact you, assess conversation quality, identify common issues, and evaluate each customer journey touchpoint’s effectiveness.
Getting Started with Underlined
1
Set Up Your Data
Use data templates to structure data correctly. Our speech-to-text tools help convert files for quick analysis, and our specialists guide you through integration during onboarding.
2
Train Your Model and Begin Analyzing
Choose tags and start training your model. Not sure where to begin with large datasets? Try our Topic Discovery Analysis. Our team is here to assist every step of the way.
3
Gain Insights and Take Action
Once analyzed, view results in our dashboards. Connect insights to CRM or BI tools for immediate employee access, or opt for custom analysis by our data experts.
