Deep Expertise with AI: Uncover the Root Causes in Customer Service
Deep Expertise with AI: Uncover the Root Causes in Customer Service
WheelQ helps monitor and improve the customer service experience in real time across all channels providing a comprehensive view of quality and enables targeted improvements.
WheelQ helps monitor and improve the customer service experience in real time across all channels providing a comprehensive view of quality and enables targeted improvements.
Benefits
Benefits
Real-time quality improvement
Monitor and develop the customer service experience in all channels in real time. You gain a comprehensive view of quality and can react quickly.
Precise agent-specific coaching
The service enables agent-specific tracking, allowing you to easily see each agent’s strengths and development areas.
Automatic targeting of development measures
WheelQ automatically identifies the factors that influence the customer service experience, allowing development measures to be targeted toward the right issues.
Scaling best practice
Support for sharing best practices across the entire organization. When successes are clearly visible, you can effectively disseminate successful operating models and systematically improve the service level.
Solutions
Solutions
Real-time quality monitoring
Track the service experience in real time.
AI in open-ended feedback
Identify themes and sentiments from open feedback.
Automatic root-cause identification
Automatically identify the factors influencing the customer experience.
Agent-specific analysis
See each agent’s strengths and development areas
Sharing best practices
Support the dissemination of successful operating models across the organization.
Comprehensive visibility into all service channels
WheelQ enables customer service measurement and development in real time across all channels. Our service covers all essential channels: phone services, digital channels, electronic services, and physical encounters. Regardless of where the interaction takes place, you gain a unified and reliable view of service quality.
Seamless collaboration with contact center systems
Information flows effortlessly. Our solution offers seamless collaboration and integration with your Contact Center systems. Data is collected directly from these systems, ensuring that customer feedback is channel- and agent-specific and linked directly to the service event. This enables real-time quality monitoring and the accurate identification of cause-and-effect relationships. We can also return data back to the systems you use.
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Leveraging open text with AI: In-depth expertise
Leveraging open text with AI: In-depth expertise
Open-ended feedback and text-based customer data are valuable information sources for customer service development. WheelQ utilizes AI to analyze open text—regardless of whether it comes from electronic surveys, phone interviews, Contact Center systems, or other sources.
Your system makes analysis exceptionally effective. This ensures you receive information that supports impactful improvements in customer service.
Open-ended feedback and text-based customer data are valuable information sources for customer service development. WheelQ utilizes AI to analyze open text—regardless of whether it comes from electronic surveys, phone interviews, Contact Center systems, or other sources.
Your system makes analysis exceptionally effective. This ensures you receive information that supports impactful improvements in customer service.
High-quality language models and advanced promptin
We use the market’s best language models and advanced prompting, ensuring that AI accurately identifies themes, sentiments, and true root causes from open-ended responses.
Impact analytics
Our service doesn’t just report; it generates impact analytics that indicate which factors influence the experience the most.
Practical benefits
AI helps distill conclusions and generates dynamic summaries, providing you with in-depth, actionable insights.
Frequently asked questions
Frequently asked questions
How does WheelQ help coach customer service agents?
The service enables agent-specific tracking, allowing you to clearly see each agent’s strengths and development areas. In addition, we support the sharing of best practices so that successful operating models quickly spread across the entire team.
How is value derived from open-ended responses in customer service?
Open-ended feedback is a valuable information source. WheelQ utilizes AI to analyze responses, identify themes and sentiments, and generate dynamic summaries. You gain in-depth and practical information on development areas.
How do we know which factors influence the experience the most?
WheelQ automatically identifies the factors that influence the customer service experience. This automatic identification of cause-and-effect relationships allows development measures to be targeted directly toward the right issues, which ensures the continuous improvement of quality.
Why should we choose WheelQ for customer service measurement?
WheelQ offers a comprehensive solution that enables real-time monitoring of the customer service experience across all channels. It makes measurement and development easy, effective, and impactful, and supports your organization in increasing customer satisfaction.
What added value does WheelQ bring to the built-in NPS and CES measurement of the customer service system?
WheelQ brings significant added value compared to the systems’ basic metrics:
- In-Depth Understanding of Open-Ended Responses: We use advanced language models and prompting for text analytics, which transforms open feedback into practical information. Basic systems usually only offer a score or very rudimentary sentiment and topic analysis.
- Impact Analytics: Our service shows which factors influence the experience the most, helping to prioritize actions effectively.
- Multichannel and Full Service Journey View: You get a unified view of the customer’s entire journey, not just an isolated Contact Center event.
- Integrations and Data Combination: We can analyze data from CRM, ERP, and Contact Center systems in addition to customer feedback, which enables the combination of feedback data with operational data.
Can you analyze other data sources besides customer feedback?
Yes, absolutely. WheelQ is designed to process and analyze diverse text sources. In addition to customer feedback, we collect data for analysis directly from your other systems, such as CRM, ERP, and Contact Center systems. This ability allows for in-depth text analysis of the entire organization’s data. When feedback data is combined with operational data, you gain a holistic view and can identify the factors that influence the customer experience the most.