Syncly (YC W23)

If your company provides both service and product, or has a long user journey, how to delight your customers throughout their journey? Join Tyler Infelise (Co-Founder & VP Product at Belong), and Alex J. Hong (Co-Founder at Syncly (YC W23)) as they share how to provide exceptional customer experience across user journey, hence turning them into your growth engine. In this webinar co-hosted by Syncly (YC W23) and Atlas, you will learn: 🎉 How to provide exceptional customer experience through close collaboration between the product and the CX team. 📏 The best practices to measure customer sentiment when you have a long user journey. 1️⃣ How to prioritize the pains of your customers when you have thousands of them. 📅 Date: August 22nd (Thu) 9AM PDT | 12PM EDT 📍 Location: Webinar (A zoom link will be sent via email) Register link: https://lu.ma/hpgb1mhe

If I got a dollar for every person who told me that CX is a cost center, I'd surely have moved to Puerto Rico to evade taxes (for legal reasons, I am kidding) But jokes aside, most operators don't deeply understand the value of CX as a growth tool. I wrote about it this week. Brought to you by Syncly (YC W23) 💜

What is the secret sauce of Chili Piper to achieve 100% CSAT in the last four quarters in a row? For companies targeting SMBs, Henrique Girardi dos Santos at Chili Piper highlighted the importance of identifying customers they need to reach out to proactively before they become at-risk. Here’s what Henrique shared, and some suggestions for you. See the full webinar in the comments.

The customer experience of the future involves asking customers FEWER questions about their experiences. As we think about the products, we should also consider the customer satisfaction survey (e.g., CSAT) from a customer-oriented perspective. Here are three reasons why we should ask fewer: 1️⃣ Asking customers for feedback at every interaction in the middle of each user journey, especially when a certain user journey is not yet complete, can result in feedback that is not meaningful. This is particularly true for tech-enabled service providers, where dozens of interactions can happen in a short time for specific processes. Asking for CSAT at every conversation can lead to feedback that lacks meaning since the customer hasn’t yet received a complete service. 2️⃣ Response rates are also likely to be low. Customers are less motivated to respond because they feel they haven’t received a complete service. 3️⃣ The worst issues are often not identified through CSAT. Customers with low satisfaction are more likely to express their feelings naturally during conversations or on social, where their feedback can influence referral network effects, rather than through formal scoring systems. Therefore, proactively finding the key indicators of signals at the spoken word level on chat, call, and social should be prioritized over forcing people to answer scales that can be standardized.

For tech-enabled services companies, how can you understand what the real product/operations issues are across complex user journeys? In our webinar, Erik Finch at Boundless Immigration shared his secrets to get early insights into issues and enable teams to proactively solve problems, especially when you have a long customer journey and different customer touch points. See how you can provide top-notch customer experience across all user journeys in your service: Link in comments.

The key to achieving a five-star customer experience is ensuring they leave happy - something we can control. Most customers come in hot, which is out of our control, but we can focus on making sure they leave satisfied. Figuring out how to effectively measure this and identify areas for improvement seems to be what many customers are focusing on operationally. So, two key processes need to be in place: 1️⃣ A process to measure sentiment flips in each conversation 2️⃣ A strategy to cover as many customers as possible To measure sentiment flips in each conversation: 👉 It is important to evaluate both the key sentiment throughout the conversation and the end sentiment, indicating how the customer felt at the interaction’s conclusion. 👉 Managing a custom field like ‘ending sentiment’ is effective. While agents can manually tag this, AI for automatic tagging is more efficient. 👉 For chats and calls, each conversation can be measured separately. Emails can be managed by tagging inquiries and measuring the end sentiment when completed. Measuring sentiment flip helps gauge customer experience improvement and expands coverage to include customers who didn’t respond to the survey. What should be done if the customer doesn’t respond to the consultation service provided? The final piece of the puzzle is how to determine the end sentiment for customers who haven’t responded to the agent’s response. This is how we have been handling it: 🗂 After classifying customers through segmentation, apply the average sentiment flip value to personas in the same category. 📤 To improve response rates operationally, customers with strong negative sentiments are grouped and managed separately. When they make the next inquiry, they are directly asked for feedback at the end of the conversation. We are testing different approaches. What is your team doing to increase response rates for such customers?

🚀 Exciting Update! We’re thrilled to announce the most effortless, frictionless AI feature on Syncly (YC W23). 🤔 Curious about how your new product and feature is being received? Simply ask Syncly AI and get instant insight without the hassle of setting up complex taxonomies or navigating between teams. 🧞♂️ Now you can ask Syncly AI all your customer questions, just like you do it on Google. Within seconds, you will get the comprehensive picture in a form of summary, charts, sentiment trend, along with the quotes from your customers! ↔ Syncly integrates with your favorite support platforms, call recording tools, and review sites in just one click, making it seamless and easy for all teams to leverage valuable customer insights in seconds. ✨ No more guessworks and start making data driven decisions today! #usersentiment #customersupport #customerexperience #yc #customerdriven #ai #genai #ycombinator #cx #cs #buildwhatpeoplelove 

Now you can just ask Syncly (YC W23) AI to understand everything about your customer feedback. No need to set up complex taxonomy, no need to go back and forth between teams to get granular insights. Integrate with your favorite CS, call recording tools, and review sites with just one click, and let all teams leverage customer insights in seconds.

I connected with different customers this week and found it interesting that they all mentioned challenges in measuring customer satisfaction through the scoring metrics. These are the customer experience metrics mostly mentioned on our calls. ➡ NPS: 1-10 ➡ CSAT: 1-5 ➡ App review: 1-5 🤯 Not to mention the binary ones: 0-1 Since there can be as many scoring options as possible, the challenge is how to standardize these metrics to drive meaningful data for your business. In this standardization process, the more I talk to customers, the more it seems that the intuitiveness and simplicity of the metrics are more important than achieving an additional 1% accuracy. 💡 The reason is that, from an operational perspective, simplicity is the most important hurdle to even begin this process. Even if there’s a complex logic behind the AI in standardizing these metrics, it’s often not transparent and explainable, which fundamentally acts as a blocker in terms of how much we can trust the data. It’s all about the simplicity of utilizing the data. After meeting with several customers, I found that segmenting the metrics this way was the simplest and everyone could easily understand it. Let’s say we are looking at customer feedback for various themes like ‘payment’. If more than half of the data sources used for scoring fall into the negative score range, then ‘payment’ needs attention. Otherwise, it’s generally okay. A simple example here. If ‘payment’ received feedback below: ❗NPS: 4/10 ❗CSAT: 2/5 ❗App review: 2/5 ✅ Social media: 8/10  ✅ Survey: 4/5 Since the majority of data sources are within the negative score range, ‘Payment’ is considered to be a critical issue that needs to be examined and resolved in a timely manner. Does your team have any creative solutions for resolving this standardization issue? 

AI platform that uses LLM with RAG to transform customer feedback into actionable insights in seconds. Ever felt like you're missing something in your customer feedback? Traditional metrics just don't cut it anymore. NPS and CSAT? Too simple. They miss the nuances. That's where Syncly (YC W23) comes in. It's an AI-powered tool that digs deep into customer feedback. What Syncly (YC W23) Does? Syncly analyzes everyday customer interactions. It gives you a full view of everyday customer interactions and understands what needs to be done in order to achieve a 5-star customer experience. No more guesswork. No more blind spots. Key highlights 1. Seamless integration: Syncly can Integrate seamlessly with your favorite tools (Zendesk, Gorgias, Intercom, Gong, Front, etc.) 2. Holistic Visibility: With Smart Insight, identify the most critical issues that hinder customers experience without having to read all customer interactions across the user journey. 3. Actionable Insights: You can Ask Syncly AI to pinpoint the positive and negative sentiment drivers and get instant action items to elevate customer experience. 4. Sentiment Monitoring at Every Stage: With Customer AI, you can monitor sentiment trends by account and by individual user, to proactively engage with customers with underlying issues before they become at-risk. 5. Cross-Functional Collaboration: The platform provides an easy way to create and share relevant analyses, charts, graphs, and action items across the organization, breaking down silos and promoting data driven decision making. Why should you care? Understanding customers is crucial for business success. But it's also one of the toughest challenges. Syncly makes it easier. It turns complex data into clear insights. Ready to see Syncly in action? Sign up for a demo and get a free analysis of your critical customer issues: https://lnkd.in/dJXYzmrX Don't just listen to your customers. Understand them.