Keeping Every Customer Happy, Call by Call

No more guessing how your customers really feel. No more finding out too late that someone needed a little more from you. Just a clear read on satisfaction across every call, so you can look after every customer and keep them for the long term.

You work hard to win customers, and harder to keep them. Retention is where the real value sits: a customer who stays is worth far more than one you have to go out and replace. And more often than not, how a customer feels about you comes through clearest on the phone.

The trouble is that feeling is invisible. A customer can sound flat, hesitant, or a little let down, and the moment they hang up that signal is gone. Whoever took the call moves on to the next one. Nobody records how the customer felt, so nobody acts on it, and the chance to check in, put something right, or simply show you were listening quietly passes by.

It is not that anyone stops caring. It is that satisfaction is hard to see, and you cannot look after what you cannot measure.

When a call comes through Concierge Support, Build Concierge takes in the whole conversation, so you can see how each customer feels and act on it while it still matters.

1. Reads the transcript. Every Concierge Support call is transcribed automatically, and that transcript is what the analysis is built on.
2. Scores the sentiment. It rates how the customer felt about the interaction, from positive to negative, with a summary of what the call was about.
3. Highlights who needs attention. When a customer sounds unhappy or unsettled, it is surfaced straight away, so you can reach out while it is easy to put things right.
4. Logs it to their record. Every call leaves a note of how the customer felt, building a picture of satisfaction over time.
5. Tells the right person. When a customer could use a little extra care, the right manager knows immediately.

• A clear read on how every customer feels, call by call
• The chance to put things right early, while it is easy
• A satisfaction history for every customer, all in one place
• Managers focused on the relationships that need them most
• More customers kept happy, and kept for the long term

You stop guessing at satisfaction and start seeing it. Every conversation adds to the picture, so you can look after each customer proactively, strengthen the relationships that matter, and keep the customers you worked so hard to win.

Every business looks after customers in its own way, so the automation flexes to match:

See satisfaction on every call

Every call gets a sentiment score and a note, so you build a live picture of how happy your customers really are.

Reach out when it matters

When a customer sounds unhappy, the right person is alerted so they can check in while it is still easy to make things right.

Celebrate the happy ones too

Positive calls are logged as well, so you can recognise delighted customers, invite reviews, and spot your advocates.

Follow up automatically

A call that needs a little care can trigger a follow-up text or task, so the customer hears from you quickly and feels looked after.

Just two things:

1. Concierge Support handling your calls (it provides the transcription the analysis is built on)
2. Your rules: what a customer who needs attention sounds like, and who should look after them

This runs on calls handled within Concierge Support, which transcribes every conversation automatically. From there, you tell us what great care looks like for your business and who each alert should reach, and we set the scoring and routing up around that.

Step 1: Talk to us

Tell us what looking after a customer well looks like in your world, and who owns those relationships.

Step 2: We build it with you

We set the sentiment scoring, the rules for who needs attention, and where the alerts and notes go.

Step 3: Test it live

We run real calls through it, check the right ones are surfaced, then switch it on.

Most businesses are up and running within days.