Understanding customer intent is one of the most important tools in a business arsenal. Discerning motivations and knowing how your business can be a part of a customer’s objectives is the best way to improve customer satisfaction.

Large companies often have complex and cumbersome contact solutions that may be able to handle wide varieties of customer requests. However, these complex solutions can make interaction and navigation very difficult for customers. Furthermore, customer interactions are often routed to business resources that are either overutilized or are not well-equipped to assist the customer. These problems compound exponentially as more customers enter the system, leading to delays, frustration, and a less than satisfactory customer experience.

Dirawong Engineers—using decades of experience working with the largest companies in various industries—excel in using data to visualise customer activities and in providing actionable customer insights.

Dirawong’s Dragonfly intent management tool brings customer intent to the forefront of your business through its four major themes: Visualisation, Management, Reporting Analytics, and Simulation. Both business-side and development stakeholders use Dragonfly, which connects directly to their systems, to view how these systems are configured.

Dragonfly enables changes to these configurations and allows businesses to see how their changes impact the customer journey through an assortment of visualisation and analytics tools. This means businesses can view how customers interact through a lens of call summaries, calls by intent, calls by the hour, agent rostering, and other points of interest within the business.

With Dragonfly, businesses can identify where they can implement changes to make the most impact both in customer satisfaction and resource utilization.

Contact us today to schedule a discussion on Dirawong’s Dragonfly.