An example of being able to propose measures that promote customer purchase continuity by linking and comparing purchase information.
We would like to introduce a case where Hakuhodo Connect, Inc., which provides one-stop support for direct marketing business as a BPO, implemented the "Visualization Engine." In operating a contact center, we wanted to return the true voices of customers to our clients. To achieve this, we believed it was necessary to capture and analyze the call audio without missing any details. After the implementation, we were able to extract keywords left by operators when they repeated information and tag them to the CU data, allowing us to identify topics and keywords. [Challenges and Background] - Although a vast amount of VOC (Voice of Customer) accumulates in the contact center, the information that operators can input as interaction history is limited. - We believed it was essential to understand customer insights in detail, even more than the clients themselves, to ensure the success of the direct marketing business for our contracted clients. *For more details, please refer to the related links or feel free to contact us.
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【Results】 ■ By understanding customer psychology and trends, such as the tendency of customers to make purchases based on the number of times they have bought and the timing of cancellations (stopping repeat purchases), we have been able to gain insights that help us propose ongoing purchase strategies to clients. ■ While we had a general sense of the feedback frequently received from customers within the contact center, quantitatively aggregating positive and negative comments has led to new insights. ■ By analyzing text data from voice recognition, we were able to understand the nuances of language and subtle expressions that do not appear in the summarized interaction history inputted by operators, revealing the intricate emotional shifts of customers and ultimately providing customer insights. *For more details, please refer to the related links or feel free to contact us.
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As a company that continues to create added value from all kinds of information, we have been providing cloud solutions centered around technologies such as 'text mining' and 'data mining' since our establishment in 2006. We visualize big data, such as customer voices, customer data/purchase data, and HR information, and have the power to provide insights.