Operations Solutions

Complaints

Find out how Hyper Anna can help you quickly and intuitively analyse complaints data to drive product or service improvements and higher customer satisfaction.
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Complaints

Find out how Hyper Anna can help you quickly and intuitively analyse complaints data to drive product or service improvements and higher customer satisfaction.
React to feedback faster with complaints analysed in seconds
React to feedback faster with complaints analysed in seconds
Bringing the Voice of Customer to the right conversations
Bringing the Voice of Customer to the right conversations
Never miss an opportunity to improve customer satisfaction
Never miss an opportunity to improve customer satisfaction

The Challenge

Despite having access to large volumes of data, complaints reporting was typically high-level, with richer or more relevant information difficult to access. To better serve customers it’s important for, not only the product team, but the wider organisation to have greater visibility on complaints.

Analysis on complaints data was a highly manual, excel-based activity causing delays in surfacing insights.

This increased time to action information as well as potentially resulting in missed opportunities to improve service delivery. Additionally due to the effort involved - it meant  no proactive analysis was done -  only reactional based on significant events like product launches.

The Solution

Anna will act as an additional resource for their team.

To quickly analyse large volumes of data including datasets that previously had to be deprioritized thus freeing up time for product team for more complex work.

Anna effectively provides 1:1 analyst support. Hyper Anna represents a better and smarter way to drill into complaints data to find the root causes behind why the most important metrics were slipping.

Anna in Action

Please refer to this article for a guide to implementing this use case, including the data structure and sample questions.

Why Hyper Anna?

Reduce the time and effort of trawling through reports and dashboards trying to find richer, relevant, and actionable insights.
  • Automatically generate insights from your complaints data effortlessly
  • Ask questions on any aspect of customer complaints and get answers in seconds
  • Proactively identify anomalies and outliers driving changes in your KPIs

Key benefits

React to feedback faster with complaints analysed in seconds
React to feedback faster with complaints analysed in seconds
Bringing the Voice of Customer to the right conversations
Bringing the Voice of Customer to the right conversations
Never miss an opportunity to improve customer satisfaction
Never miss an opportunity to improve customer satisfaction
React to feedback faster with complaints analysed in seconds

React to feedback faster with complaints analysed in seconds

  • Complaints data transformed to insights automatically-  zero effort
  • Complaints spikes explained, not just highlighted - richer analysis
  • Changes to trends put in context - focus on what matters
React to feedback faster with complaints analysed in seconds
Bringing the Voice of Customer to the right conversations

Bringing the Voice of Customer to the right conversations

  • Questions on complaints handling answered on demand - no delays 
  • Intuitively investigate which teams or products are driving complaints - quickly & easily
  • Automatically generated visualisations with commentary - insights not just data
Bringing the Voice of Customer to the right conversations
Never miss an opportunity to improve customer satisfaction

Never miss an opportunity to improve customer satisfaction

  • Identify customers most likely to churn - spot the impossible
  • Without asking a question get on the front foot of issues- proactive insights
  • Compensation spikes explained, not just surfaced - actionable insights
Never miss an opportunity to improve customer satisfaction
For more information, here is a guide on the data structure and sample questions on how to implement this solution.
View the guide

Customer stories

Our most successful customers are serving their teams with insights like never before.
View customer stories
“When I saw Anna, I saw a huge potential in being able to open information to our people and being able to do it in a way that allowed them to inquire from their own point of view, I was blown away.”
Julie Batch
Chief Customer Officer, IAG
"We use Hyper Anna to report from a sales perspective,  it’s much faster to get data insights. The less time we spend creating reports, the more time we get to spend with our customers."
Camilo Hilario
Search Account Manager, Microsoft
“Anna does really change the way we operate and run our organisation, so from a data perspective, absolutely a game changer.”
Dave Abrahams
General Manager Data, IAG

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