Topbox’s Touchpoint Intelligence solution enables omnichannel discovery and analysis to quickly identify and resolve customer friction points for improved marketing, sales, and cost-to-serve.
Customers are providing a mountain of feedback about your products and services through voice, chats, texts, social media, NPS surveys, post-sale surveys, product reviews, app feedback, web feedback, and more. Are you listening?
Because we, at Orvis, pride ourselves on an amazing customer experience, we needed a solution that would help us identify areas of customer pain, at any touch point, along their journey. With Topbox, we’re able to detect issues, at the root cause -- from the purchase experience, in all channels, to fulfillment, delivery, service, and product issues. Implementation and configuration was fast and easy. I’m a big fan of Topbox!
Aggregate all sources of customer contact and feedback
Synthesize the data using common taxonomy and attributes
Discover friction points by using Topbox’s world-class analytic UI
Democratize analysis by serving findings to those who can take action
We have been using Topbox for nearly a year. In that time, we have gained a much deeper understanding of First Call Resolution and Customer Satisfaction, which is leading to significant improvements in our customer experience. Because the software is so intuitive and there are no user limitations, we’ve been able push usage out to our entire customer service team.
Translation to English for analysis
Communication platform agnostic
APIs and integrations with established providers
Standardized configuration available within 2 weeks
Unlimited data sources
Full suite of interactive visualizations
Fully integrated speech and metadata analysis
Industry-specific speech modules
Intra-interaction event tagging for analysis
Single channel and roll up data views
“Democratized” views for business area focus
Automated call classification
Ad hoc transcript search
Immediate access to read or listen to interaction
Critical Alerts notification via email
Quality Assurance and agent performance
3 to 12 month viewable data range
Exportable data and visualizations
I like making decisions based on facts, not feelings. With Topbox, we’re able to focus on the right calls to factually identify what’s happening with our customer interactions. We’ve seen measurable improvements in our sales conversion and retention rates with Topbox. And, the team at Topbox are true partners – creatively solving problems, recommending best practices, and diving into our projects as if they worked here.
Many companies provide multiple communication paths for their customers – phone, chat, email, product reviews, surveys, social media, etc. Topbox allows you to analyze all this data in one seamless solution.
Powerful analytics shouldn’t be limited to large companies. Topbox’s subscription pricing, with minimal upfront costs, fits any budget.
Tired of clunky, complicated analytics tools? Topbox’s intuitive interface and short learning curve for effective results means fast ROI.
Topbox’s SaaS model means light implementation and minimal IT involvement. That’s music to any CTO’s ears.
Topbox’s full suite of interaction analytics tools emphasizes root cause because 99% of customer issues start upstream of the contact center.
Topbox’s solution includes the conversion of call recordings into transcribed text. Search effortlessly for key word and phrases.
Topbox provides analytic capability across any language including Chinese. What’s more, we provide translation services that allows you to consolidate your voice/text analytics in English.
Configurable, by your team, to fit your environment. Use your terminology, your KPIs and your hot buttons with a few strokes of the keyboard.
Your company faces a new competitor. What are your customers saying? Do your product reviews mention competing products?
Churn in one of your regions has been steadily increasing for months. Is it your products? Your service? What causes customer friction?
Your highly paid escalation team is handling too many basic calls, chats and emails. How do you fix this?
Sales are short of your quarterly goal. Is your offer working in the Midwest but not in the Southeast? Which rebuttals are working?
Your AHT has spiked 17 seconds over the last 2 weeks. Chat and call abandonment are up. What's happening?
The CTO wants to update your website to reduce support customer contacts. Which issues could be solved via automation?