LORIS

LORIS has proven to be invaluable in improving the relationship between companies and customers, providing support professionals with a seamless and efficient platform. Users have praised LORIS for its ability to identify patterns of sentiment among groups of agents, leading to a deeper understanding of customer interactions. With LORIS, users can swiftly search through conversations, making it easy to pinpoint areas that require improvement. This not only allows for targeted enhancements but also provides valuable insights into what customers are saying. The automated conversation guidance provided by LORIS has been commended for enabling agents to deliver superior customer support, while supervisors gain real-time insights into agent performance. Team leads have found LORIS to be a powerful tool for quality assurance, identifying coaching moments and engaging in productive 1-1 discussions that focus on both positive and negative aspects. Furthermore, LORIS assists users in determining appropriate appeasement strategies based on customer scenarios and sentiment, resulting in enhanced customer satisfaction. Overall, LORIS improves agent efficiency by guiding them to detect customer sentiment and delivering top-notch solutions, all while reducing handle time and ensuring a consistent experience. Additionally, users appreciate how LORIS streamlines multi-chat management and response times for their CX team by providing a unified voice through its canned response feature. Lastly, the software enables users to gather qualitative and quantitative data across hundreds and thousands of customer contacts each month, allowing for a comprehensive understanding of customer needs and emotions.