Case Study: Radial improves omnichannel customer experience with CallMiner

Radial analyzes 100% of customer interactions with CallMiner

Radial, a leading outsourced ecommerce technology and services company, faced challenges in managing feedback for its large, remote global workforce. Relying on customer surveys that only captured extreme feedback was proving ineffective. They needed a solution to analyze 100% of customer interactions across channels to provide consistent agent coaching and share valuable insights with other departments like marketing and fulfillment.

Radial implemented the CallMiner conversation analytics platform to replace surveys and analyze all omnichannel customer interactions. Using CallMiner, they gained real-time insights into customer sentiment and contact drivers, which enabled targeted agent performance improvements and cross-departmental process refinements. This resulted in measurable improvements to customer experience, such as optimizing online forms to reduce friction, and provided valuable data to clients for enhancing their own services like last-mile delivery.

Radial