Now Detecting Empathy: Sentiment Analysis for Customer Support That Captures the Human Side
In customer support, technical accuracy and quick resolution will always matter. But what makes the real difference—what your customers actually
"EdgeTier is no ordinary software product ... It has completely changed how we work at CarTrawler.” James WaghornDirector of Customer Contact, CarTrawler The EdgeTier Mission At EdgeTier, we're on a mission to help contact centres with a technology-driven approach. We are driven to optimise contact centre metrics with our customer service software by reducing…
“EdgeTier is no ordinary software product … It has completely changed how we work at CarTrawler.”
James Waghorn
Director of Customer Contact, CarTrawler
At EdgeTier, we’re on a mission to help contact centres with a technology-driven approach. We are driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores.
Our AI software is built to empower contact centre managers and agents to unlock the promise and potential of a great customer experience.
To get you on the road to soaring CSAT scores, we’ve pulled together this great case study featuring a world-leading B2B technology organisation: CarTrawler.
CarTrawler is the world’s leading B2B technology provider of car hire
and mobility services to the travel industry, supporting over 2,000 travel partners, 2,500 transport suppliers and almost one billion end customers. CarTrawler’s rapid growth brought several key challenges, particularly in the area of customer care.
This case study will show you how CarTrawler used EdgeTier’s AI-enabled agent assist to revolutionise their contact centre performance, winning, ‘Best Use Of Technology’ at the CCMA Awards in the process.
In customer support, technical accuracy and quick resolution will always matter. But what makes the real difference—what your customers actually
Spotlight Summaries are here to shine a light on key trends in your conversations. This new feature analyses multiple interactions
We’ve just added confusion detection to our emotion analysis tools. Now, you can easily spot when customers are confused, allowing
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
"You’ve got an issue, but you don’t know how many people are affected. You don’t know the scale. You don’t even know if it’s real."
Let us help your company go from reactive to proactive customer support.
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