Automating customer feedback analysis to reduce churn

SFR Business, a major player in the telecommunications industry in France, offers a complete range of telephone, mobile, Internet, cloud computing solutions and services for businesses. In an ultra-competitive sector, it is crucial for SFR Business to listen to its customers.

Their challenges

“Before discovering Hello Customer, we used a semantic analysis solution developed by our survey administrator. We were not satisfied with it, and we disengaged in favor of manual management, which became almost impossible with the volume of data represented by SFR.”

SFR Business has four main uses of the Hello Customer platform:

1. ISAAC analysis to track sentiment evolution by category.
2. The Feedback tab for processing customer callbacks following a low satisfaction score or negative verbatim.
3. Analysis of key drivers to identify their priority action plans based on the impact on their satisfaction index (NPS, CES, CSAT).
4. Implementation of automatic alerts based on target KPIs (satisfaction score, detected category, keywords, etc.) and instant customer callbacks.

Since adopting the tool, SFR has implemented several action plans:

1. Establishment of a quarterly steering committee to prioritize actions identified by the Hello Customer tool.
2. Monitoring of a key indicator: the callback rate of dissatisfied customers and its recording in the tool.
3. Analysis of historical keywords during callbacks.
4. Monitoring the evolution of sentiments of priority categories and correlations with their business irritants.

“HC has enabled us to industrialize the processing and analysis of our customer feedbacks on day 1 of customer feedback and to have a tool for recording our customer callbacks.”