Customer experience

Analyze customer tickets

Problem

Understanding customer feedback for a consumer brand can be challenging when they launch new products or switch carriers due to its unstructured nature (varied formats, tones, and platforms) and the difficulty of extracting actionable insights from vast volumes of data.

Solution

With Narrative, create a workflow to consolidate email tickets, chat tickets and call transcripts. Then categorize those tickets based on sentiment and complaints from the customers before notifying the owners.

Pull email tickets by connecting via API to your support tool.
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Pull chat threads by connecting via API to your support tool.
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Pull call transcripts by connecting via API to your support tool.
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Categorize all the tickets based on sentiment and topics.
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Notify the appropriate teams based on different topics.
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Send all the data to CX specific dashboard.
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Stay on top of customer sentient whenever you launch new product, new carriers etc.
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Track the top complaints from your customers and monitor how they are changing over time.
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FAQs

What is Narrative?

Narrative is an AI powered automation tool for operations teams.

- Are you manually pulling together data from different spreadsheets, documents or emails?
- Do you spend hours combining, cleaning and transforming that data before it's ready to generate insights?
- Is this process something you find yourself repeating every day or every week?

If yes, then Narrative can help you create automated processes and save time.

My processes are not documented. Can you help?

Absolutely! In fact, most companies don't have well documented processes. Therefore, we setup regular meetings with all our customers to learn about their processes, document them and work together to build the workflows in Narrative.

How will you keep my data secure?

At Narrative, we take data security very seriously. Your data is kept secure through advanced encryption, secure data storage in AWS and regular security audits. We don't use your data to train our AI models and any business information you share with us is treated with full confidentiality.

How much does Narrative cost?

We charge a monthly fees for the software. However, the pricing depends on the complexity of the workflows. Please reach out to discuss your processes and we will share a custom quote with you.

Get up and running in a day!

Our founders will connect all your data, setup your processes and create custom dashboards for you — no engineers, no IT tickets, no extra cost.

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