Complaints Prediction

Converting loyalty eroding interactions into opportunities to create value

For many customer service providers, the first indication of a complaint is when the customer picks up the phone to the contact centre, initiates a chat session or sends a frustrated email.

While many providers have refined the art of complaint handling, the resultant damage to brand perception and loyalty is often already done.

The Praxidia Complaints Prediction service enables brands to take a pro-active approach to complaint mitigation. Using cutting edge Predictive Analytics technology and data science, the Praxidia Complaints Prediction service identifies individual customers who may be likely to complain ahead of the event.

Drawing upon a combination of customer profile data and historical transactional data, the Praxidia Complaints Prediction solution can provide a segmented list of customers, each ranked with % likelihood that they will complain in the forthcoming period.

A series of recommendations are provided to accompany each complaint prediction, outlining the major drivers behind the forthcoming complaint, and prescribing the appropriate course of action.

In many instances application of these recommendations will be seen as a value-added service by the customer, shifting from a complaint scenario to a positive loyalty driving interaction.

All Complaints Prediction deployments are accompanied with the appropriate training and change-management recommendations to ensure that the maximum value is derived from the service.

COMPLAINTS PREDICTION:
IN A NUTSHELL

A Predictive Analytics solution from Praxidia that enables you to pro-actively identify customers (or prospects) who are likely to complain in the coming weeks.

Actionable recommendations provide a pro-active value-based course of action that can be used to pre-empt and mitigate each complaint.

KEY BENEFITS

  • IMPROVE CSAT
  • IMPROVE NPS
  • REDUCE CHURN
  • REDUCE RETURNS
  • REDUCE CALL VOLUME
  • REDUCE OPERATIONAL COSTS

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