110+ hours saved each week for
CX and Customer Success teams
Marked improvements in Ticket Resolution Time, First Response Time, and Ticket Escalation Rate
24% improvement in Customer Retention Rate
Our client, a B2B FinTech company operating in the Australia-New Zealand region was struggling with handling an increasing volume of customer tickets.
The resulting 55% increase in average complaint resolution time led to a drop in customer satisfaction scores and an increase in churn. The client realised that reducing churn would require prompt resolution of outstanding tickets. If done manually, they would either have to invest more working hours into the task or increase their team size.
Eclipse AI offered an efficient alternative to both options.
The client needed a solution that would:
● Scan through and analyse thousands of unique customer support tickets and phone conversations on a daily basis● Flag and help resolve CX bottlenecks
Eclipse AI uses generative AI to extract actionable insights from voice-of-customer data including client ticket logs and phone conversations. Using the regular stream of insights generated by Eclipse AI (based on analysis of the ticket/call logs), the Quality Control team was able to easily identify and implement priority process improvements and train/coach the Customer Support team (using Eclipse AI’s insights) to improve the management of client tickets and calls.
Initially, the client’s Quality Control team was spending 110+ hours per week analysing an endless number of tickets and phone conversations to identify process improvements. Eclipse AI automated all this and enabled the CX team to focus on high-level strategic tasks that directly fuel growth.
End result? The client was able to improve Ticket Resolution Time, First Response Time, and reduce the Ticket Escalation Rate. Eventually, the customer retention rate improved by 24% in under 3 months.
Unify omnichannel Voice-of-Customer data, analyse it at scale using AI and extract insights to improve performance metrics
✔Free forever ✔ No credit card needed ✔ Reduce Churn
Eclipse AI consolidates and analyzes omnichannel voice of customer data across different channels. Providing visibility, insights and actionable intelligence to drive revenue and growth.
