Outstanding Customer Service Through Behavioral Analytics
May 17, 2016

Outstanding Customer Service Through Behavioral Analytics

John Jeneress Cariño | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Mattersight Behavioral Analytics

Mattersight Behavioral Analytics is such an excellent tool which helps the business reach its goals. Understanding the different customer personalities enables us to provide OUTSTANDING customer service!
  • Behavioral Analytics Trainer Certification - Mattersight provides extensive training to business partners to ensure that trainers will be fully equipped in rolling out the process.
  • Behavioral Analytics Roundtable - Mattersight keeps all of their certified trainers up to date with processes and lets everyone share best practices across all organizations tied up with them.
  • Behavioral Analytics Training Materials - Mattersight supplies practical and relevant materials which will make the learning easier and more effective.
  • It would be helpful to have the BA portal update on a daily basis to provide users feedback and coach them in real time.
  • For training materials, it would be helpful to provide more examples that are more relatable for offshore partners.
  • More updated call samples for business partners.
  • Higher customer satisfaction rate which results in more possible partners investing in the business.
  • Increased employee efficiency - It helps the specialists resolve the issues of the customers in a more timely manner.
  • Trainer Certification - Their extensive training makes sure that all trainers are equipped in rolling out the tool to the business.
Behavioral Analytics is an excellent tool and a huge help to the business. The Behavioral Model is very practical and useful at all times. It helps with building better relationships not just with employees-to-customers, but also employees-to-co-employees and leaders/managers-to-employees' professional relationship. It may be an additional expense to the organization but I would say it is all worth it.
Behavioral Analytics is very suitable to the type of business we support as it helps people understand the typologies of people. It help us achieve the goals of the organization.