LANGUAGE BEN HOOKWAY: TO FIND CEO RELATIVE INSIGHT VALUE - - PowerPoint PPT Presentation

MAKING SENSE OF

LANGUAGE VALUE

TO FIND

BEN HOOKWAY: CEO RELATIVE INSIGHT BEN@RELATIVE.AI

STAND B14

DEVELOPED TO CATCH CRIMINALS ONLINE

WHY NOW?

Social Media Forums Reviews Survey Chat Calls Email

Law Enforcement

vs

vs

Comparison applied to consumer understanding.

20 years olds ‘wear’ make up 50 years olds ‘apply’ make up Most people ‘take pictures’ Owners of DSLR cameras ‘shoot images’ Diet Coke discussion before Ad Diet Coke discussion after ad

The Problem

DFS wanted a better understanding of the language used by their LiveChat agents and how to best increase conversion.

The Solution

Relative Insight compared high and low scoring chats based on the contact root cause to capture the trends and

• language. High and low then

compared.

The Result

DFS understand the driving factors of low conversion and what can be gained from high scoring chats that can support training.

Bots

Relative Insight adapted the BOT language to mirror the language of customers and their business.

Technology

DFS have been able to create sign posting for their colleagues based

• n technology issues identified.

People

DFS have created training and support documents around the language of high scoring chats.

67% Increase in ad performance

How to start – some best practice

Social Listening Reviews Forums Surveys Focus Groups Live Chat ………. ……… Language Time Audience Brand Geography NPS Rating ………. ………. Comparison Discover Start high See what is discovered Then drill down Other questions …….. ……..

True brand perception Understanding of ad effects Audience differences Trends in sector discussion Trends in societal discussion Product flaws What your customers love Service gaps

Outcomes

Business value from language

STAND B14

Questions Please!

BEN HOOKWAY: CEO RELATIVE INSIGHT BEN@RELATIVE.AI