What is the Customer Barometer?
The Customer Barometer is an AI function that is available to anyone who uses Kundo Mail. It does an automatic analysis of the tone of voice of your incoming emails and can give you valuable insights!
You can follow how the tone of voice changes over time. Maybe negative media attention makes those who contact you express themselves more negatively, or more people reach out and give you praise after you have done something really good! Most interesting is to look at in which categories of cases there seems to be the most dissatisfaction - a certain facility, product area or type of issue might stand out?
There are insights to be gained for everyone, not just customer service! The customer barometer can help you identify areas for improvement to create even more satisfied customers. Clear statistics show how everything that happens in the rest of the organization and in the outside world affects what come in to customer service.
All this without you or your customers having to do anything!
How does it work?
Every email that is sent to your inboxes in Kundo is analyzed through AI technology and the tone of voice in the email is assessed based on how the customers formulate themselves. Each email is categorized as Negative, Neutral or Positive.
The categorization of an individual case is not that interesting to look at. Assessments are difficult and even if the AI technology is good, it is not always 100% correct. Not even we humans would classify an email exactly the same and we all know that AI technology is not as smart as us (at least so far 😃).
The exact distribution of positive, neutral and negative emails is also not the most important thing. The distribution depends a lot on the type of emails you usually get and the type of cases that are handled. Different businesses and industries can have quite a big difference in the distribution. A high proportion of negatives can, for example, be due to that many people are contacting you when they have a problem they want help solving, rather than the customers being dissatisfied.
The most interesting and valuable thing is instead to look at any changes in the tone of voice over a longer period of time. In clear graphs you can, for example, see how the tone of voice of incoming mail changes week by week or month by month.
For those who tag conversations in a structured way, even more opportunities open up! The customer barometer then provides the opportunity to follow up the tone of voice for different tag groups and tags (eg a specific area or category of emails).
How the Customer barometer can provide valuable insights - an example!
You can get answers to many questions by looking in the Customer barometer's statistics. Some examples:
What is the tone of voice of the customers in general when they contact us?
Does the tone of voice differ between our different inboxes?
For which areas or categories of cases do customers have the most negative or most positive tone of voice?
Has the proportion of negative or positive emails increased or decreased? in total or for a specific area or category?
But why do you want to know all this, you may be wondering? We explain with an example!
Anja is the customer service manager at Träningsföretaget and this is the story of how the Customer barometer gave her valuable insights to share with the rest of the organization.
Every Monday, Anja usually goes into the Customer barometer's statistics.
She usually looks at statistics for at least a month back and chooses to show the statistics per week to be able to see trends more easily.
Today, she sees that it seems that more people who contact them formulate themselves in a negative way. The proportion of emails that the AI has classified as negative has increased somewhat this month compared with the month before.
In the graph of emails that the AI has classified to be negative, Anja sees that the curve has gone up in the last two weeks.
It is a fairly large negative change and Anja wants to find out more about what it may be due to.
The training company works actively with tag groups and now that Anja looks at how the proportion of negative and positive emails differs between different tags, she sees that the proportion of negatives has increased sharply for the tag Medlemskap (Membership).
Anja goes to Recent activity and filters out all emails that the AI has classified as Negative and are tagged with Medlemskap to dig a little deeper.
When she reads some emails, she realizes what it's about!
Träningsföretaget launched a social media campaign a few weeks ago to attract new members through a very favorable price. Unfortunately, the information on how the offer worked was unclear. It was very easy to miss the code that needed to be filled in to be able to take advantage of the offer and get the lower price. The result? Many registered as members in the belief that they would be able to train cheaply, but instead had to pay full price. Of course, they then contact Träningsföretaget's customer service and are dissatisfied!
Of course, Anja has already heard from her employees in customer service that some customer has complained about this, but she had not really realized how much impact it had.
By filtering the Customer barometer's statistics on the tag Medlemskap, Anja gets a very clear picture of how the marketing department's mistake has affected customer service. In addition, the new customers start their relationship with Träningsföretaget with a negative experience - then it will take even more to make them really satisfied customers.
This will be a good basis for discussion at the next management group meeting about what this type of mistake can cost us, Anja thinks!
Hope you are now curios to explore the Customer barometer to see what valuable insights you can find! 😃