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Increase revenues and gain competitive edge
Contact centers are a main hub of customer interaction. Customers typically contact them to get service, and many take the opportunity to ask the service representative about new products, offers or promotions they may have seen advertised. These interactions hold a wealth of insight about the effectiveness of your company’s marketing efforts and customer awareness.
NICE Marketing Effectiveness mines customer interactions for references to marketing campaigns and promotions. It enables you to compare campaign effectiveness across different media and then use these insights to adjust and improve them as well as maximize their return on investment.
NICE Marketing Effectiveness also collects valuable business intelligence. It identifies competitor names mentioned by customers and reveals customer sentiment toward them. You can use this data to combat rising competitor threats, as indicated by a steady increase in customer references to a specific competitor over time.
Marketing Campaign Effectiveness Process
Business Benefits:
By mining customer interactions, NICE Marketing Effectiveness helps call centers:
- Increase marketing ROI by optimizing marketing campaign effectiveness
- Compare the performance of marketing efforts across various media
- Gain business intelligence about competitive products and services
- Identify changes in customer attitude toward competitive offerings
Capabilities:
NICE Marketing Effectiveness can help your company gain valuable business intelligence to improve the effectiveness of marketing campaigns. Specifically, the solution:
- Applies sophisticated NICE Interaction Analytics to customer contacts
- Identifies customer mentions of marketing campaigns
- Measures customer awareness of marketing campaigns
- Assesses marketing campaign performance across media
- Measures customer awareness of competitors and attitudes toward them
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