Find resolved and unresolved conversations across your entire customer service operation
In customer service quality assurance, understanding whether conversations were resolved can be a painstaking task. Sure, you can look at things like sentiment, CSAT, and CQ scores as proxies, but that tells how the customer felt about the experience more than the outcome. And some customers will be more amenable to workarounds that might not have actually solved their issue, while others won’t be happy to have contacted you at all even though you solved their issue....
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