A totally new approach to understanding customer complaints
Improve customer experiences and reduce customer complaints through a disciplined and systematic approach to analysing customer feedback data
Understand the levels of risk in your customer complaints data, including compliance, regulatory, and vulnerable customers
Get full detail on systemic issues impacting customers and what’s required (in detail) to improve
Track specific improvement initiatives in detail
Benefit from detailed AI analytics and reporting across all customer complaints throughout your organisation
Touchpoint Group's complaints framework applies AI text analytics to customer complaints to bring out detailed insights from otherwise underutilised data, bringing unprecedented detail and clarity to each stakeholder
Leveraging advanced proprietary text analytics and artificial intelligence combined with leading customer experience expertise
Empowering deep insights into the complaints from your customers
Enabling the optimisation of complaints management throughout your organisation
Customer Complaints Insights provides
Complaints reduction targeting:
- Organisational risk
- Systemic issues
- Complaints trends
Outcomes:
- Risk reduction
- Process improvements
- Operational efficiencies
- Cost reductions
Objectively and intricately know what is happening and the complaints being expressed
Benefit from strategic, tactical, and operational insights and recommendations
Make well-informed decisions based on comprehensive and intricate analysis of customer complaints
Confidently address potential issues and risks
Get direct access to our AI platform, Ipiphany-providing you with real-time data
Complete and optimise your complaints ecosystem through a disciplined and systematic approach to analysing your customer feedback data
The Customer Complaints Insights Framework
Focused on what drives customer complaints
Touchpoint Group’s customer complaints framework allows the root cause of issues to be identified, understood, and managed at scale. Complete topic models empower accurate tracking of trends at both the high-level and down to detailed subtopics. This enables a very comprehensive, robust approach that can be relied upon and leveraged across an oganisation
Get deep insight into…
Customer complaints at both the micro and macro level - ‘one-offs’ and systemic issues
Actionable insights to optimise customer complaints from throughout your ecosystem
What you get...
Through a combination of leading text analytics AI and experienced CX experts you are empowered through:
Regular reporting
Recommendations
Support services
Direct access to our AI platform, Ipiphany-providing you with real-time data
Touchpoint Group's Customer Complaints Analytics, Insights, and Reporting
Benefit from insights and recommendations that leverage our proprietary text analytics AI (Ipiphany) to harvest and analyse in depth your customer experience feedback
Know exactly what your customers are experiencing within your organisation’s ecosystem and the complaints they are sharing
Have the width and depth of analysis and reporting to effectively and efficiently mitigate potential issues and address events
Disciplined complaints analysis. Get deep insights into:
Revenue generation
Costs reduction
Enhanced business resilience
Customer Complaints Insights
Get granular detail…
- Benefit from knowing the complaints from your customers in detail from an omni-present channel perspective
- Focus on the most important customer complaints type, the nature of the experiences, and the customer journeys
- Be in a position to be proactive and preemptive with comprehensive, robust information that empowers well-informed decision making and next best steps
Revel in high-level, easy-to-follow, graphical representation of the key issues identified and insights gained. The graphs that are produced highlight a wealth of granular and comprehensive analytics that are harvested from the customer complaints lodged throughout your organisation’s customer experience ecosystem
