Phone Support Solution Integration

Why we made this

To review phone support content, you had to listen to every audio file one by one. Because you couldn't check support records as text directly, analyzing VOC or support quality across all customer inquiries took a lot of time.

So that you can analyze phone support data, which makes up a large part of customer support, Deskroom now supports phone support solution integration.

Use cases

When you want to see the conversation records of all phone support cases as text scripts at once

• When you want to analyze the specific situations and VOC of phone support cases with a high proportion of difficult customers
• When you want to see at a glance how agents with low CSAT scores are handling their support

When you want to analyze VOC metrics across all phone support cases

• When you want to grasp at a glance the overall support metrics from phone support data, such as monthly VOC types, the ratio of difficult customers, and the causes of CSAT decline
• When you want to analyze the re-inquiry rate and claim-trigger rate by VOC type

When you want to analyze quality metrics across all phone support cases

• When responses to customers are fast but the CSAT score is low, and you want to identify exactly which tone or response style is the cause
• When the issue-recurrence rate is high among the tickets handled by a specific agent, and you want to comprehensively review the support content to check whether the initial guidance was appropriate

How to use

Sign up for Deskroom and request phone support solution integration.

You don't need to spend large development resources. Deskroom team engineers will help with the integration, and Deskroom's own STT (Speech-to-Text) AI engine converts phone support data into text.

With a single integration, you can review all phone support records and analyze CX metrics such as VOC, support quality, and keywords.