Data-Driven Insights and Proactive Escalation Intervention
What do you like best about the product?
Frame provides accurate escalation and critical-event monitoring capabilities that allow our leaders to focus on valuable, strategic initiatives and team investment without fear of missing important opportunities to intervene on high severity customer interactions.
What do you dislike about the product?
While Frame has the incredible ability to capture a multitude of client sentiment regarding customer service and different product offerings, filtering out irrelevant or unhelpful verbatims and locating the most significant customer quotes can be a challenge.
What problems is the product solving and how is that benefiting you?
Frame is assisting in the following for our organization:
- Informing stakeholders regarding account sentiment outliers
- Guiding strategic product decisions using cost and sentiment data on key features
- Keeping escalation ratios at an industry low .56%while holding Support team to high CSAT standards
With the data Frame provides, we're able to proactively start and drive discussions with our PDE teams that lead to a deeper understanding of true customer sentiment and pain points regarding our most adopted features. With Frame's Predictive CSAT and Pre-Escalation scores, we're able to identify customer escalations before they happen and get the appropriate resources in the room quicker to resolve high level items of concern for our clients.
- Informing stakeholders regarding account sentiment outliers
- Guiding strategic product decisions using cost and sentiment data on key features
- Keeping escalation ratios at an industry low .56%while holding Support team to high CSAT standards
With the data Frame provides, we're able to proactively start and drive discussions with our PDE teams that lead to a deeper understanding of true customer sentiment and pain points regarding our most adopted features. With Frame's Predictive CSAT and Pre-Escalation scores, we're able to identify customer escalations before they happen and get the appropriate resources in the room quicker to resolve high level items of concern for our clients.
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