Customer Behavior Analytics for Customer Service Professionals

GET higher customer sat scores, KEEP costs down, and GROW lifetime value!

With Quantivo you will identify quickly the behavior patterns that lead to effective and efficient resolution of customer issues. Identify the most cost-effective channel for resolving each type of issue - from web-based self-service to agent chat to telephone support - resulting in higher levels of overall customer satisfaction while keeping your costs in line.

Unlike other analytics and BI solutions, only Quantivo:

• Calculates an affinity value that tells you what behaviors occur together across channels, and which don't, enabling you to identify optimal paths that lead to resolution.
• Provides a comprehensive view of customer behavior based on multiple data sources - combining data from your website and CRM system for example.
• Analyzes patterns and behavior over time, not just what happened in a single call, and frequency such as how often a customer visits your website or engages with a customer service representative.
• Delivers results so fast that you can immediately ask the obvious follow-up question that gets you closer to the insight you need; we call it "train of thought" speed.

Quantivo applications for customer service professionals include:

	CRM Analytics Augment your CRM data with online customer service interactions and call center data for a complete view of your customers' support experiences.
	Cross-Channel Analytics Identify patterns of behavior across channels - from online self-help to chat - that lead to faster or less expensive issue resolution and higher customer satisfaction.
	Loyalty Analytics Analyze customer behavior over time to understand what leads to improved loyalty and what may cause customers to switch.
	Purchase Analytics Discover how purchase behavior leads to higher or lower on-going customer service needs, enabling you to address future purchase-related issues before they occur.
	Web Analytics Optimize your online self-service options by recognizing patterns that lead to resolution and those that need to be addressed with new or revised content or flow.