The Danger
Angry ex-customers are the most dangerous threat to any business. Not only do they stop buying; but more importantly, they scare away new customers by broadcasting their frustrations to those they know and to strangers online.
Unhappiness turns to anger
In the beginning, the customer is unhappy about a specific issue and feels no personal animosity toward the company or its employees. He simply wants to solve the problem as quickly as possible.
But when his calls are repeatedly not answered or returned, when company promises are broken and deadlines ignored, the unhappy customer feels disrespected and abandoned. Anger overrules logic. The practical problem becomes secondary to the emotional one. And soon, a critical moment arises, a tipping point when the customer stops trying and starts screaming as he walks out the door.
Anger screams
Loyal customers are the life blood of any business. They spend more and buy more often than new customers. Replacing them is 5 to 25 times more expensive than retaining them.
Losing customers is expensive, particularly when they post negative online reviews. 93% of consumers say that online reviews influence their buying decisions. A single negative review can decrease purchasing intent by 42%. For every angry customer who posts, there are 19 others who leave and broadcast their frustrations privately to friends, family, neighbors, and co-workers.
Solving customer problems before they reach a "tipping point" is the best financial decision any business can make.
Anger Detection USA
Our service identifies angry customers before they cancel or post online negative reviews.
Simple
(1) Upload audio files from your phone system to our secure online portal, and (2) download a report that ranks each call by the degree of angry it contains.
Use this data to contact the least satisfied customers and de-escalate their concerns.
There's no software to buy or integrate. No complicated features to master. No extra data to understand.
Accurate
Our service uses Layered Voice Analysis (LVA) to detect anger in recorded conversations. Currently deployed in over 60 countries, LVA identifies stress levels, cognitive processes, and emotional reactions that are reflected in subtle properties of the human voice. This approach gives a more complete and accurate assessment of a speaker's emotions than text analysis, survey forms, service tickets, or random monitoring.
Multi-lingual
Because Layered Voice Analysis (LVA) relies on uncontrolled properties of the human voice, it's independent of language and culture. Today, the technology processes over 200 million conversations a month in 140 languages.
Secure
With deep roots in homeland security, LVA meets the world's most rigorous standards for data privacy, security, and ethical AI, including SOC 2 Type certification. Data safeguards include encryption in transit and at rest, purpose-limited processing, and zero data retention.
Inexpensive
We only charge 2 cent per minute to analyze your calls. There are no contracts, set-up charges, maintenance charges, or minimum orders. Buy what you need when you need it.
How it works
Upload audio files
Listen to problem calls
Upload audio files
Recorded conversations are uploaded to our secure online portal where our language-neutral technology analyzes 151 variables in a speaker’s voice and identifies the caller's true emotions.
Download report
Listen to problem calls
Upload audio files
Based on that data, our system generates a report ranking each call on a 1-5 scale by the degree of angry represented in the call.
Listen to problem calls
Listen to problem calls
De-escalate angry callers
Supervisors listen to the problem calls and decide what actions are needed to de-escalate each caller and what further training may be needed for agents.
De-escalate angry callers
De-escalate angry callers
De-escalate angry callers
Specially trained agents reach out to angry customers to express understanding and suggest ways to remedy their concerns.
Re-train problem agents
De-escalate angry callers
Re-train problem agents
Supervisors use recorded conversations to teach agents how to recognize unhappy customers, mitigate conflict, and find satisfactory solutions for caller concerns.
Evaluate agents/center
De-escalate angry callers
Re-train problem agents
Contact centers use call data to objectively evaluate individual agent performance and the overall success of the center over time.
Objections
"Don't need it"
It's fair to say that every business needs to retain its customers and minimize attacks on its reputation. Perhaps your businesses is already doing such a great job in these areas that you don't need any other tools. Fair enough. But are you sure? Are customers quitting, and you don't know why? Are ex-customers badmouthing you behind your back? Would it be helpful to have a better understanding of how your customers feel? Would it be helpful to evaluate the performance of your call center, based not on traditional KPI's, but on customer satisfaction? We can help.
"Already have it"
There are plenty of "sentiment analysis" products out there designed to reveal the "voice of the customer." Maybe you have one. But is it giving you the most important data, the critical information you need to reduce losses and increase sales? Does it tell you exactly which customers need immediate attention? which ones are frustrated and on the way out? Is it generating too much data for your staff to read and use? We can help.
"Can't afford it"
After all the money you've spent on your phone system, CRM system, and enterprise software, you're probably in no hurry to spend more. While our service is inexpensive by any standard, the bigger issue is value. Are the benefits worth the price? If our service really does reduce churn and negative reviews, what value do these results represent? Can it be measured in cash? Yes. Will it exceed the cost of the service? Yes.
In the worst case, will the potential upside justify the investment? Yes.
"Don't have resources"
Anything involving technology requires IT support. Right? And like most businesses, your IT department is probably too overwhelmed with its day-to-day responsibilities to take on another project. No problem. Our service requires no software installation or integration. There's nothing to maintain. No one to train. Any employee with basic computer skills can upload files to our system and download a report.
According to the Harvard Business Review, increasing customer retention by just 5% can increase company profits by 25% to 95%. We can help!
