Marked improvements in Customer Loyalty
CX teams use the actionable insights from Eclipse AI for informed decision making
17% reduction in Customer Churn
Our client, a Web App company based out of Australia-New Zealand region was facing increasing customer churn. Despite having a user-friendly online platform that provided a seamless experience, churn rate had risen by an average of 30% over two years.
The client had tried several software tools to reduce churn but had not seen significant change. They needed a new and innovative approach that would identify the ‘real’ causes of churn and measure the effectiveness of their improvement efforts.
The client was initially using three different analytics platforms for monitoring UI/UX and voice-of-customer. With each platform focusing on just one thing, the CX team was failing to see the big picture. Eclipse AI changed all this by unifying voice-of-customer data from all channels and creating a single source of truth.
By unifying multichannel voice-of-customer data, analysing it and generating actionable intelligence from it, Eclipse AI enabled the client to shift from siloed decision making to informed and holistic decision making. The client was now able to make sense of customer feedback in real time, which allowed them to identify the underlying causes of churn more accurately.
Actionable insights generated by Eclipse AI helped the client decide which new features they should add to their Web App. The client built some of the most popular features in their Web App based on the customer feedback insights provided by Eclipse AI.
The result was a 17% reduction in churn, improved loyalty, and accelerated growth.
Unify omnichannel Voice-of-Customer data, analyse it at scale using AI and extract insights to improve performance metrics
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