Really great work. I’m very pleased with the deliverables and appreciate that you and the team are continuing to explore different ways to help us advance our VOC analysis. I’m eager to tap into more of Escalent’s capabilities.
An electric utility had multiple ongoing customer satisfaction tracking studies that required so much time to execute that the research team had very little time left to tease out—or act on—the learnings. This was especially true of the critically important open-ended comments, which are worth their weight in gold for identifying customer pain points.
The research team turned to Escalent for help. They needed to boost bandwidth without adding headcount so they could tease out critical insights and address emerging requests.
We assembled a dedicated team and developed a detailed process that outlined how each recurring task should be executed, including a weekly progress status report.
Then our dedicated team got to work:
In addition, our dedicated team identified 16 technical errors on the website and recommended five client enhancement features by extracting and analyzing data from the client’s Medallia platform.
By delivering rich customer insights, our client resolved recurring customer pain points and acted swiftly to address new issues, both of which reduced operating costs thanks to fewer customer calls.
The utility expanded and extended their original dedicated team and added a second dedicated team. Escalent is now also:
AI tools have already gotten a lot better from the first generation, but are they a viable substitute for the art and science of research and analytics? Not yet and maybe never. Escalent's Staff Augmentation can complete your complex tasks with speed.
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