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.

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Attention Score

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.

• Use Attention score to prioritize your ticket queue quickly and efficiently. Use other Stylo Scores for deeper analysis.
• Automate prioritization and routing, saving an effort of one full-time employee per 10,000 tickets

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Escalation Score

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.

• Get immediately notified if something goes wrong, and never worry about uncontrolled escalation.
• Ensure high Customer Support standards in a distributed team and strengthen your QA process.

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Urgency Score

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.

• Never let a customer with a critical issue wait for too long or talk to the wrong rep
• Address the most impactful issue first and reduce escalations

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Frustration Score

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.

• Identify which part of the product causes the highest level of frustration
• Prioritize feature requests and cooperate with engineering on building the roadmap
• Create and conduct relevant soft skills training  for your reps
• Understand your customers' changing needs and reduce escalations

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Delight Score

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.

• Identify the best customer to get testimonials and customers quotes from
• Strengthen your PR strategy with case studies and customer success stories
• Find your biggest advocates to build and strengthen the existing community
• Learn more about your product audience and ICP from an actual data

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No-survey NPS and CSAT

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.

• By analyzing support tickets, recorded calls, and emails, Stylo can calculate NPS for every single customer with 100% completion rate.
• To prove the accuracy of Stylo No-survey NPS score, we compared NPS collected via the traditional survey with the NPS generated by Stylo AI from customers' messages.

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Productivity Score

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.

• Track Customer Support reps performance across multiple conversations. Coach your reps and never miss a learning opportunity
• Find a way to improve your service by assessing the Productivity Score for each feature, category, and tag