Optimize every customer’s journey
Collect and harmonize customer-interaction data
Place data in the context of the customer journey
Increase in customer happiness
Discover high-impact customer journeys that lead to happy customers
Use insights for optimizing customer journeys
More customer loyalty, less churn
Activate loyalty by understanding your customers’ motivations and catering to them
Achieve an average of 10 to 15% reduction on churn
Lower operational costs
Detect customer contact reasons and automate them
Reduce first-line handling by service agents by 80%
Maximize customer happiness and business value
CX Data hub
Our innovative cloud solution collects and harmonizes customer interaction data, places data in the context of the customer journey, and actively enriches that data with predictive insights using artificial intelligence. This produces smart and detailed real-time insights about every touchpoint in the customer journey. The insights can be used to optimize every customer’s journey for measurable CX improvements. The CX Data Hub is open for all customer data sources. The more customer data sources connected, the richer the CX insights will be.
Retrieve data out of sources
Data Extraction & Data Harvesting
Retrieve data out of sources (CRM, DMP/CDP, CLV & VoC) and turn unstructured customer feedback data into structured data for migration and analysis. The data is refined and can be stored and further analyzed.
Automatically extract amounts of customer and feedback data from websites, CRM, and other sources with a small script. Gather, store, mask, and make customer data searchable in one single location for insights, personalizations, and advertising.
Make customer data more useful
Make customer data more useful, adding value to it and providing information with context. Take raw data points and merge them, making data easy to understand, actionable, and beneficial for nurturing customers.
Optimize products and create consumer benefits
Get actionable insights behind the needs of customers to optimize products and create consumer benefits. Align customers’ needs with business goals for better experiences and activation at the right moments across touchpoints.
9+ on Customer Experience for SNS
Our product in action.
SNS Bank (part of De Volksbank) is working towards a 9+ for customer experience with the aim of increasing its Customer Effort Score (CES) and the Net Promoter Score (NPS), as well as reducing unnecessary contact with customers. To manage these KPIs better, more insight had to be created in the customer relationship and customer experiences.
Underlined brought together sources from different systems and departments for a 360° view into the customer journey and provided insight into the areas for improvement in processes, products, and topics. With text mining, open texts are categorized, and insights into the customer journey are delivered. A dashboard is created, used by every team in the organization.
The dashboard makes it clear for self-managing teams and employees what they can improve to achieve higher customer satisfaction and NPS.
Giving smart and detailed real-time insights
“Underlined’s Text Mining API allows us to better map our insights into CX and really make a difference for our customers”
Jolien Nelemans & Tamara Mom, Marketeers Customer Experience – Volksbank