You've dedicated resources to building out detailed customer FAQs and chatbots in an effort to decrease calls to your overwhelmed customer service agents and reduce costs, but the number of calls never seems to drop.
Customers are still calling in all the time.
If this is happening to you, you may need to understand why customers are calling you before you know if your efforts are addressing their problems.
If customers have issues about payment, but you've updated your FAQs and prepared your chatbots to respond to questions about shipment and delivery, no wonder they're calling - they can't find the answer!
Call analytics software can help you do topic classification to find out what type of calls you have and the top complaints or questions customers are calling in about.