To optimise communication between company employees and their customers, Hipercom relies on individually tailored digital tools for quality monitoring.
hipercom.ch
Challenges
Anyone who has ever had a bad experience with a service centre knows how important customer communication is. That's why companies are well advised to strive for top service performance. Chili Digital AG has been supporting the customer communication specialist Hipercom in the ongoing development process of the monitoring tool for several years.
Solutions
The software development team at Chili Digital has programmed a comprehensive software solution called Contact Monitoring System (CMS) and is continuously expanding it.
In this tool, users can be set up, teams recorded, questionnaires defined and automatically translated. In addition to telephone conversations with customers, the quality of emails, online chats and messaging can also be analysed.
Mood analysis is also available for analysing customer conversations. This software analyses the mood during the conversation and displays it in the form of smileys. It also recognises the gender and language of the conversation partner and automatically makes the correct assignment.
Lurko Gombay
Founder and owner of Hipercom
We have had an excellent working relationship with Chili Digital AG for 12 years. Chili always understands exactly what we need and implements it in exactly the same way.
