Mattersight Behavioral Analytics Review
May 17, 2016

Mattersight Behavioral Analytics Review

Jonathan Montgomery | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Mattersight Behavioral Analytics

Mattersight Behavioral Analytics is used to help our Customer Advocates(CAs) provide excellent concierge customer service by recognizing key language clues that our customers use when calling in to get information on their policies. By recognizing these language clues, our CAs are able communicate to our members in a way that helps meet the psychological needs of our customers, decreases customer stress on the call and resolves the customer's issues.
  • Provides users a different way to understand their customer, thus allowing them to handle situations that would be optimal to both parties.
  • With the improved understanding of their customer, the user will be able to communicate in ways to remove their customer out of a feeling of distress.
  • The material can be used for any environment, both professional and personal.
  • It takes time to understand and be able to pick up on verbal queues. This is not something that is used once, but on a continuous bases. It's like a muscle. The more you use it, the stronger it gets.
  • There has been an increase in customer service satisfaction.
  • Agents are able to communicate to the understanding of the customer, therefore decrease call backs and increasing first contact resolution.
The same approach used for recognizing our customers language queues is also used when training our associates. This allows us to steer the training to the personality styles of each trainee. This has improved the overall training experience for both the trainer and trainee.
The product did meet this expectation. Our "CSRs", once trained and having used Mattersight on a regular basis have been able to increase the satisfaction of customer calls, able to decrease escalated calls, and improved overall performance.
Mattersight Behavioral Analytics is well suited for the customer service industry. For customer service agents to be able to understand how to communicate to their customers, avoid putting their customers in distress, and how to remove their customer from distress, this would significantly improve customer satisfaction ratings as well as employee job satisfaction. If the customer is happy, the call is easy, and therefore the customer service agent's job becomes that much easier.