Do you know how your customers feel about your services? Do you want to improve your service and seize opportunities to build loyalty and grow your customer base? Then you need to know about keyword monitoring. OMINI, a tool that will make your life as a manager easier!
Keyword monitoring is a feature that allows you to register keywords that are important to your business., such as: complaint, compliment, cancellation, upgrade, promotion, etc. These words can indicate critical, urgent or favorable situations that require your attention and intervention.
When a customer sends one of these words during a service, whether in the automatic flow with the bot or in human service with the agent, you receive a notification – so you can monitor what is happening, analyze quality and satisfaction indicators, and make the best decisions to solve problems or take advantage of opportunities.
Word monitoring is very practical and easy to set upYou can enter words manually or import a spreadsheet with the words you want to monitor. You can also customize your plan according to your needs and preferences.
Furthermore, OMINI It also offers you statistical and analytical reports on the monitored words, with graphs and tables that show the frequency and percentage of words sent by customers and agents. You can also export these reports to PDF or CSV to have a detailed record of your services.
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Agent word monitoring
Monitoring agents' words is another tool that allows the supervisor to manage the quality of service and avoid problems with customers. With this tool, supervisors can register keywords that are inappropriate or undesirable for their business, thus preventing agents from using them in conversations with customers. This way, the supervisor doesn't need to receive notifications every time a filtered word is used, as the system already blocks the agent's message from being sent. The agent, in turn, receives a notification that the words they attempted to use cannot be sent and must rephrase their message. Thus, monitoring agents' words helps improve service and customer satisfaction.
With word control, you can also ensure your agents use the best communication for your business. This also protects your brand from misuse.
OMINI is the ideal platform for those who want to provide more efficient, personalized, and assertive customer service. Don't waste time and start using OMINI's word control now! To see how this feature works in practice, Click here and find out more!
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