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Customer Complaints

Proactive insights help put top tier bank on front foot with customer complaints.
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Customer Complaints

Proactive insights help put top tier bank on front foot with customer complaints.
Identify Complaints Patterns
Identify Complaints Patterns
Drill Into Complaint Causes
Drill Into Complaint Causes
Surface New Opportunities
Surface New Opportunities

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?

Key benefits

Identify Complaints Patterns
Identify Complaints Patterns
Drill Into Complaint Causes
Drill Into Complaint Causes
Surface New Opportunities
Surface New Opportunities
Identify Complaints Patterns

Identify Complaints Patterns

Identify Complaints Patterns
Drill Into Complaint Causes

Drill Into Complaint Causes

Drill Into Complaint Causes
Surface New Opportunities

Surface New Opportunities

Surface New Opportunities
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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