Organizations go through a lot to understand their customers. They set up voice of the customer (VOC) programs based on surveys, basic scoring, and quality assurance assessments. The truth is – this is not the voice of your customer. All of these methods only scratch the surface, revealing a small subset of your actual customer feedback.
The real Voice of the Customer is in everyday conversations
Loris has been building and iterating on AI models to better understand customer conversations for years. It’s what we do. And we’ve always prided ourselves on having rich, informative data that organizations can use to better understand their customer experiences. But up until now, it’s required some analytics work to uncover those insights.
With the release of the new Voice of the Customer (VOC) dashboard, we’re providing easy, instant insights for Customer Experience leaders without the need to be a data analyst. Loris VOC brings you the right level of detail, so you can quickly understand what’s happening in your customer experience organization – from high-level summaries of top recurring inquiries and which department owns the problem to more detailed customer trends and newly emerging issues.
This gives organizations true Voice of the Customer insight from the conversations you have with your customers every day – and an easy way to find them.
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Loris Voice of the Customer overview
As a Customer Experience leader, you have a lot of questions. What are customers contacting me about? Where are my highest volume issues? Are there any rising trends or significant spikes? Which issues aren’t getting resolved? Are there new issues I need to be aware of? Who owns the fix for these issues?
The Voice of the Customer dashboard provides quick answers to top-level questions – and the ability to drill in and slice information to give you specific answers. These are the main widgets and what they provide to CX leaders and teams:
Spotlights
The best insights are often ones you can do something with, which is why Spotlights highlight key trends across your customer experience, helping you spend your time fixing high priority customer issues instead of analyzing data. From the Spotlight, you can drill into the specific graph that shows the interesting or anomalous trend, and get snippets of conversations for further context.
Trending Categories
Ranked by highest percent increase, Trending Categories provides the top issues categories, also known as Level 2 issues. This highlights changes to the issues categories you know about and how much they are increasing. These can also be filtered by a dozen different criteria so you can see which unresolved issues are trending up, or which unresolved issues have the greatest drop in sentiment over specific channels.
Categories Volume
This highlights your top issue categories by volume and includes additional metadata for deeper insights. It reveals which issues have the longest durations (indicating higher costs), the most unresolved categories, and those with the lowest customer sentiment.
Trends Over Time
This graph tracks the top five Contact Drivers, also known as Level 3 issues, for the timeframe you specify. This can also switch to a Category view and likewise be filtered on a dozen different criteria, such as CSAT, CQ, Sentiment, and more.
Emerging Contact Drivers
This widget displays previously unknown issues that are seeing an increase over the last 48 hours. While these are not very common, they are important to be aware of and addressed when they occur. Even a relatively low volume can be a signal that something is happening, so this enables you to get ahead of small issues before they grow and make the unknowns, known.
Areas of Business
Many times the Customer Experience team has to address issues with products, services, or company policies over which it has little to no control. This graph ties issues with the Area of the Business, also known as Level 1 issues, which own the problem. Having this displayed can give CX teams the evidence and direction they need to bring recurring and costly issues to the teams that can fix them or at least prioritize them for future remediation.
Competitors & Product Lines
To give organizations, especially Product teams, deeper insights into customer perspectives, the Competitor and Product Line tabs track the frequency of competitive and product-focused terms over time. This helps identify evolving threats to your business and product-specific issues, from onboarding and setup to product quality. Additionally, it allows for monitoring customer sentiment on new feature releases over time.
What else should I know about Loris Voice of the Customer?
Loris Voice of the Customer uses Contact Drivers to unlock customer issues and analyze them. It builds on the work we’ve been doing for years, not as a new direction but as an easier way to tap into the AI insight we’ve been delivering for our great customers. With this new capability, Loris VOC helps organizations in three main ways:
- Ready-made insights: Arms organizational leaders with ready-made insight into their customer conversations revealing why customers are contacting you, which area of the business owns that issue, what categories do these interactions fall into, and what are the specific contact drivers that led to the outreach.
- Depth of analysis: Provides CX leaders the high-level details they need to make strategic decisions and prioritize customer issues, but also has the ability to drill down into specific customer trends and spikes and spot previously unknown emerging topics. The dashboard also gives leaders the ability to see all widgets through other data points, like quality (e.g. resolution rate, sentiment, CQ, etc) as well as cost metrics (e.g. volume, AHT, FRT, etc.)
- Clear issue ownership: Enables the Customer Experience team to highlight issues from other areas of the business, based on the knowledge of who owns the problem and important data to back up their request like the volume and sentiment.
