Topic(s): The Platform Artificial Intelligence CX & Business Strategy

Unlock the full potential of your CX data with our smart filters

Today most companies survey their customers and collect feedback, scores as well as open text, and a lot of other customer data too. However, few companies are actually able to make sensible decisions based on all that data. According to Temkin, only 24% of companies are able to turn feedback data into action. The reason? Organizations often struggle because they are not managing data in the right way or lack the right tools to make sense of it.

At Hello Customer, we feel your pain. We don't just want to centralize all relevant CX data, but we also want to give companies tangible insights and make it easier for them to prioritize actions to improve customer experience. That's why we've created our smart filters.

Using smart filters can help you track, classify, and put your data to better use. It enables you to dig even deeper and spot recurring trends that you may not have noticed before. The result? Better insights, improved strategy and a significant increase in revenue.

Getting started with smart filters

Smart filters are filters we've created to go with every type of data you have.
From now on, you can:

  • Filter contextual data with a drop-down list of options
  • Filter transactional data such as revenue, age, or purchase value with a range slider
  • Sort date and time data types with our date picker
  • Sift through your entire team using a tree structure view in order to see which branches within a city, region, or even country are performing best

You can also choose any data key you want and configure it as a filter. This means you can customize your own filters and create a view with insights that are relevant to your team and your company goals. It’s even possible to set up multiple filters and use our comparison functionality to see and analyze how sentiment, customer satisfaction, revenue, and other key elements differ between two sets of groups over time or over a particular period.

smart filters overview

 

Smart filters to power up your Key Driver Analysis

Smart filters don’t only provide a more granular and targeted way of segmenting your customer feedback analysis. They also empower your Key Driver Analysis. From now on, the Key Driver Analysis is dynamic and can be applied over whichever period of time, so you can filter down data that are relevant for a specific timeframe.

On top, smart filters have been added as extra options to drill down your Key Driver Analysis even further. This way you get insight into which categories drive or harm a specific KPI, like average purchase amount, or which issues should be tackled in a specific region or department. Shortly put: you’ll know what drives or harms revenue, and your managers will know which teams to focus on or which issues to solve first for their respective departments or branches.

key driver analysis with smart filters

What’s in it for you?

  • Improve your segmentation and analysis process

Filtering and segmenting your CX data with our smart filters gives you insights into specific assets or criteria such as age groups, different areas, genders and so much more. You can track, filter, and find the root cause of a problem for a specific customer segment.

By using our compare feature you can explore the differences across categories. This helps you identify all the demographic and behavioral trends among your customers. You can use smart filtering, for example, to extract customers aged 18 to 24 from a list of 7,000 customers and compare them to another age group of 24 to 32. You can also add a location filter to see how 24 to 32-year-olds in Paris feel about your brand compared to those aged 18 to 24.

 

smart filters easily compare customer segments

 

  • Take data-driven actions

To get the most out of your smart filters, it's crucial to add as much other contextual or transactional data to your customer feedback. Adding that metadata to your feedback can help you get important insights that guide your overall decision-making and help you gain in-depth knowledge of your customer's needs and expectations.

This can reveal a lot about your customer experience and draw your attention to things that you wouldn’t have necessarily noticed in a general overview. But by combining an in-depth view with a broad one, you gain a comprehensive overview of your customers. This way, you are able to segment and analyze the data you already have in a far more efficient way and gain more detailed insights on how to improve your customer experience strategy.

  • Personalize all your interactions

Adding metadata to your feedback can also help you establish an emotional connection with your clients, build loyalty and understand better how they feel at any given interaction with your brand. Our smart filtering allows you to check the evolution of customer sentiment over a specific period of time. This enables you to personalize your interactions with them and provide them with an experience tailored to their every need which, of course, is always good for your business. In fact, 90% of consumers claim that their willingness to spend money is directly affected by a brand's ability to give them a personalized experience.

Save up on time and effort

Let’s face it, filtering data manually can be such a headache. It’s time-consuming and takes a lot of unnecessary effort. But with our smart filtering, you can filter between data types in no time. It’s quick, easy, and convenient!

 

Want to see your smart filtering for yourself?
Get in touch with one of our experts and request a demo

Or join our free online Insights to Impact workshop to see how you can set up and make use of smart filters in the Hello Customer platform to improve customer experience.