Insight:
Core Features and Benefits

To truly have insight into what your customers want and think of your company requires access to the “voice-of-the-customer” (VOC). Companies spend millions every year to capture VOC insights – with varying degrees of success. IntelliResponse VA technology has the unique ability to capture every question customers, prospects and agents ask in their own language, through any self-service interaction channel that is made available to them – and turn this data into actionable insights.

Introspect

Introspect does what marketing focus groups, surveys, and other kinds of “voice of the customer” or customer intelligence efforts attempt to do: capture customer queries and feedback in order to build a better understanding of the customer over time.

Introspect uses advanced linguistic techniques to derive actionable themes, trends and insights about those questions which are invaluable to stakeholders It’s all done automatically and perpetually—24×7, 365 days-a-year. Customer insight like this is invaluable to various stakeholders, including:

• Product/Service Managers
• Marketing/Campaign Managers
• Customer Service & Support Managers
• Customer Experience executives
• Contact Center Managers, and
• Technical Support Managers

Summary-level Reporting Features

• View historical trends in configurable charts and summary pages through Historical and System Performance Overviews
• View user rating summaries by using the User Ratings Report
• View condensed views of unanswered and answered questions for an immediate picture of consumer thoughts and interests by using Question Analysis Reports
• Learn consumer thought behavior by viewing a summation of question and response sessions by using the Response Sequence Report
• Compare/contrast user questions in different departments or line of business by using the Custom Category Report

Data Reporting Features

• View every single question asked and response given by using Question Listing Reports
• Get an entire snapshot of your knowledgebase and criteria by using the Response Listing Report
• Learn if any links are dead or broken with the Link Validation Report
• View your most frequently asked questions from any timeframe through Response Frequency Reports
• See what countries or regions your consumers’ questions are coming from by using the Question Distribution Report
• Find out how many changes are being made to your knowledgebase by using the Content Modifications by Administrator Report