Customer Support executives constantly have to check on the process and adapt accordingly. Implementing the change takes time and effort–creating new training for the reps, scaling the team, synchronizing with engineering and marketing teams.
But inspection and analytics also take time and effort! And the lack of data is never a problem, but the transparency of this data is.
With Stylo custom scores, we give you ultimate visibility into what’s happening in your Customer Support team.
Who is your most frustrated customer? Who is going to churn? What part of the product causes the most critical issues? Which ticket should be taken care of immediately to avoid escalations?
All the answers are hidden somewhere in your CS data. Stylo highlights them for you.
Which ticket should be taken care of first? Attention Score answers this question. This is the most crucial score to prioritize your CS efforts in real-time. Attention Score combines an Urgency score, sentiment analysis, and a deep understanding of natural language and customers' intentions.
It is challenging to track and address escalation risks in a distributed team working across different time zones. Escalation Score is basically a "Can I talk to the manager?" alert and a powerful tool for a Customer Support leader. The Escalation score is insurance that protects you from an unpredictable escalation.
The first-line support/triage team often determines the urgency and priority of a ticket. This process takes time and can lead to triage errors and escalations. Stylo's Urgency score automatically detects the urgency of every issue based on the customer message, similar ticket behavior in the past, and other sentiment scores.
Stylo's Frustration score reflects the difficulty of the problem and the level of dissatisfaction behind your customer messages. Stylo does not just look for keywords to measure frustration—powered by an AI text classifier, Stylo can identify and quantify customer’s sentiment even when no emotions were mentioned.
Proactive and successful Customer Support means knowing what delights your customers, not just what frustrates them. Unlock a sustainable and effective marketing force by identifying your most enthusiastic customers and brand advocates.
NPS is an essential indicator of your customers' loyalty, easy-to-understand and widely accepted across different industries. However, getting NPS survey responses is hard. Realistically, NPS completion rate varies from 3% to 50%. Stylo has reimagined NPS and CSAT to be calculated on customers' messages, with no surveys sent.
Stylo's Productivity score merges different signals to show how your customer’s sentiment and satisfaction changed throughout the conversation. Calculated for each conversation, Productivity Score shows what exactly the team is spending time on and what can be improved.