Customer Insight Featuring Sharad Khandelwal

Shep Hyken interviews Sharad Khandelwal, co-founder and CEO of SentiSum. They discuss Khandelwal’s artificial intelligence platform that collects valuable information and insights from consumers who reach out. Top Takeaways:- The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons. The goal of this platform is to provide you with real-time insight into why consumers are contacting you in the first place.- Customers' input is as critical as what prevents them from checking out, purchasing something, or returning anything. - The ultimate goal of gathering information is to help this customer solve the problem and prevent future problems. This information should subsequently be disseminated across the board with everyone involved.  - Businesses often overlook the value of the customer service department. This department assures and is accountable for your customer's return. They're essentially a client retention division. Companies should appreciate their support workers in addition to their data. Quote: “This is how you can become a bit more proactive and collaborate better to improve customer experience by bringing everyone together by sharing these insights, making everyone at the same pit with another problem. The bigger the company, the bigger the problem of silos.” About: Sharad Khandelwal, co-founder and CEO of SentiSum, aspires to alter the way major corporations make key choices. He believes they should shift away from gut feelings and toward data-driven judgments. He's passionate about using data and technology to help businesses become more customer-centric. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices