10% improvement in Customer Retention
CX and Customer Success teams use Eclipse to flag and improve bottlenecks
7% reduction in Customer Acquisition Costs
Our client, a B2B SaaS business operating in the ANZ and European markets was struggling with increasing customer acquisition costs (CAC) and low customer retention.
The client had several fragmented voice-of-customer channels i.e. ticket/chat/phone logs, CRM data, online reviews, and surveys. They realized that to reduce CAC and improve retention, they would have to unify the fragmented voice-of-customer data, flag CX bottlenecks and then launch a targeted improvement plan.
The client also understood that executing this action plan on a daily basis would consume the major chunk of the CX team’s work day, leaving little room for much else.
The client wanted to unify fragmented voice-of-customer channels to get a real-time, single source of truth on its customers’ needs and pain points, but without burdening the CX team with additional work.
Eclipse’s generative AI helped the client extract regular actionable insights from ticket/chat/phone logs, CRM data, online reviews, and surveys, saving their teams hours of analysis each week. The data-driven insights provided the client with a clear execution roadmap for improving customer acquisition and retention.
Eclipse AI successfully automated the unification and analysis of multichannel voice-of-customer data and it started delivering actionable insights on a daily basis. With Eclipse AI by their side, the client’s CX team could now focus on their main target: delivering exceptional customer experiences.
Eclipse AI continually analysed the omnichannel voice-of-customer data and identified actionable insights to:
● increase the average web session duration● increase the number of platform demos booked per week● predict and prevent churn
The result? A 7% reduction in CAC, marked increase in referrals, and a 10% improvement in retention.
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.
