T-Mobile’s Customer Satisfaction Boost with SentiSquare AI

What they say about us

“SentiSquare AI ‘reads them all’ in our stead and gives us invaluable insight through advanced analytics. In this regard, it is the best tool we have seen.”

Vojtěch Vycudilík

,

CXpert @ T-Mobile

Challenge

T-Mobile, a leading telecommunications provider, faced a significant challenge in managing the vast volume of feedback received via SMS. With over 15,000 feedback SMS messages pouring in each month, it became difficult to identify the factors driving customer satisfaction.

Solution

To address these challenges, T-Mobile adopted the cutting-edge SentiSquare AI solution, a powerful natural language processing and sentiment analysis tool. The implementation involved deploying SentiSquare AI to process and analyze all incoming SMS messages, providing a clear overview of customer sentiments and topics.

The deployment of SentiSquare AI brought several essential features to T-Mobile’s customer satisfaction analysis:

Comprehensive Feedback Analysis: SentiSquare AI efficiently processed and categorized each incoming SMS, allowing T-Mobile to gain a clear overview of customer feedback topics and sentiments. This real-time analysis provided invaluable insights into customer satisfaction drivers.

Advanced Analytics Tool: T-Mobile’s team gained access to an intuitive analytics tool, enabling visualizations, drill-down capabilities, and data export. The tool facilitated an in-depth exploration of customer feedback, making it easier to identify trends and patterns.

‍Real-time Insights: SentiSquare AI provided near real-time insights into customer sentiments, enabling T-Mobile to make laser-focused decisions promptly. This real-time feedback loop empowered the company to take immediate action and respond to customer concerns in a timely manner.

Collaboration results

The deployment of SentiSquare AI resulted in significant benefits for T-Mobile:

Actionable Customer Insights: T-Mobile now possesses a clear understanding of customer sentiments and the factors influencing satisfaction. This valuable insight allows the company to prioritize improvements that have the most significant impact on customer experience.

Unbiased Customer Intelligence: With SentiSquare AI, customer intelligence is no longer biased or fragmented. The AI-powered analysis ensures a consistent and unbiased evaluation of customer feedback, providing a holistic view of customer sentiments.

Faster Decision-Making: The near real-time insights offered by SentiSquare AI enable T-Mobile to respond promptly to emerging customer trends and concerns. This agility in decision-making enhances customer satisfaction and loyalty.

The deployment of SentiSquare AI proved transformative for T-Mobile’s customer satisfaction management. By processing over 15,000 feedback SMS messages every month, SentiSquare AI provided T-Mobile with a clear overview of customer sentiments and topics. The advanced analytics tool allowed T-Mobile to delve deeper into customer feedback, resulting in more data-driven and customer-centric decisions. Thanks to SentiSquare AI’s real-time insights, T-Mobile has strengthened its customer-centric approach, solidifying its position as a leading telecommunications provider and ensuring customer satisfaction remains at the heart of its business strategy.

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"At Raiffeisenbank, we have long been interested in the voice of the customer, we try to obtain feedback in various ways and use it to improve our services but also to motivate our employees. This approach provides us with extensive data from clients, their comments, remarks, and ratings. And because we don't want any opinions to get bogged down, we’ve deployed SentiSquare AI on top of that data to help us process it. SentiSquare AI can structure the unstructured data into ready-made categories so that our employees, CX experts, and managers can see what resonates with our clients. It can also catch sentiment from comments or clients who require our help and need to be contacted immediately to resolve their issue. We also use the system for cases where clients are reacting irritably or it’s clear from their response that it wouldn’t be appropriate to contact them further, and we also adjust our client outreach policy as a result. Deploying SentiSquare AI has saved us a lot of capacity and time when addressing some needs manually or through simpler mechanisms. It has also increased the interest in client feedback outputs, as categorizations and structuring have made it more digestible and clearer for the end recipients. Moreover, everything is done in a purely automated way, so there’s no need to worry about the whole mechanism in any dramatic way.”

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