Analyze Customer Experience
This feature allows Neo to analyze tickets and provide insights on Customer Experience. It reviews ticket notes, assesses sentiment, evaluates support agent performance, and provides an overall analysis of the customer’s experience with your MSP.
How it Works?
Neo retrieves ticket information from your PSA system.
It analyzes the ticket notes, focusing on customer-support agent interactions.
Neo performs multiple types of analysis:
- Sentiment Analysi
- Errors and Neglections Review
- Communication Efficiency Assessment
- Delayed Response Check
- Time Spent Analysis
- Message Count Evaluation
The AI generates a comprehensive report, providing insights at both the individual ticket level and the overall company level.
Benefits
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Deep InsightsGain a comprehensive understanding of your customers’ experiences.
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Performance EvaluationAssess your support team’s performance objectively.
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Trend IdentificationSpot recurring issues or patterns across multiple tickets.
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Actionable FeedbackReceive specific suggestions for improving customer experience.
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ScalabilityAnalyze large volumes of tickets efficiently without compromising on quality.
Key Features
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Multi-faceted AnalysisNeo examines various aspects of each ticket, including sentiment, response times, communication quality, and more.
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Company-Level InsightsGet an overview of each company’s experience with your MSP, including overall sentiment, key issues, and areas of excellence.
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Customizable Review TypesChoose which aspects of the tickets you want Neo to focus on (e.g., sentiment, delayed responses, time spent).
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Detailed ScoringEach aspect of the analysis includes a score and justification, providing clear metrics for performance evaluation.
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Actionable RecommendationsNeo provides specific suggestions for improving customer experience based on its analysis.
FAQs
Neo assigns a neutral score for tickets with no notes, as there isn’t enough information to make a proper assessment. However, this could indicate a need for better documentation practices.
Yes, our AI models are adapted for multilingual support.
Neo omits sensitive information like links and passwords from its analysis. It focuses solely on the content relevant to customer experience.
Neo’s sentiment analysis is based on advanced AI models and considers various factors, including explicit customer feedback. However, it’s always improving, and you can provide feedback to help refine its accuracy.
Yes, the system is designed to be adaptable. You can incorporate company-specific guidelines or interpretations.
The frequency can depend on your ticket volume and needs. Many MSPs find weekly or monthly analyses beneficial for tracking trends and making timely improvements.
