The CX team uses Eclipse to flag and improve CX bottlenecks
3% improvement in referrals
11% improvement in Customer Retention
Our client, an Online Retail company operating in the ANZ market was losing market share. Churn rates were at an all-time high and customer referrals were at an all-time low.
Our client’s voice-of-customer data collection process was heavily manual. The data was heavily fragmented and siloed. The CX team spent hours each week consolidating the data into one place and then conducted long workshops to collectively analyse the data and turn it into actionable improvement plans. The plan lacked clear accountability, and delivery dates and was rarely reviewed or followed.
The client understood reducing churn would require freeing up their CX team’s bandwidth by automating both the collection and unification, and analysis of voice-of-customer data.
With two specific objectives, the client integrated Eclipse AI into their tech stack:
● Identify low-hanging opportunities to improve customer retention, increase referrals and, subsequently, increase market share● Compress the timeframe required to collect > analyze > action the voice-of-customer data.
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.
With Eclipse AI, our client was able to unify the fragmented voice-of-customer data from multiple sources, reducing the time and effort required by the CX team.
For the first time, the CX team could see unified multichannel data (the complete picture) in one dashboard. This was a major improvement over the previous operating methodology of siloed data collection and storage which as the client’s Head of CX later put it: “was leading to half-baked improvement actions”.
Eclipse AI generated real-time improvement actions (to improve CX) based on analysis of the voice-of-customer data. With Eclipse doing the heavy lifting, the CX team was able to focus on high-impact initiatives.
Within four months of adopting Eclipse AI, our client started to see ‘measurable’ improvements, including a 3% increase in referrals, 11% increase in customer retention, and ultimately an uptick in market share.
The use of Eclipse AI had an additional benefit: platform users improved their own analytical capability. Whilst the generative AI ‘suggested’ improvement actions, the process was observed and augmented by the platform users, who learned the trait of turning data into executable improvement actions that deliver ‘real’ and tangible results.
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.
