GemSeek is an advanced analytics consultancy, specialized in designing & executing customer experience programs. We give our clients the tools to improve customer experience, satisfaction, loyalty and revenue.
Our Virtual NPS solution gives companies the voice of customers, real-time. We use machine learning and advanced analytics to predict satisfaction scores for the 90% who do not reply to customer surveys. Satisfaction predictions are also based on text analytics from feedback forms or transcribed text from service centers. Once integrated in the customer services systems, the algorithm runs in real-time. Companies employing this model have been able to decrease churn rates substantially with some of them seeing reduction in excess of 30%.
GemSeek’s customer experience philosophy is based on deep understanding of customer, building two-way conversations, uncovering meaning from unstructured text feedback and empowering employees to act on precise customer needs at the right moment and the right place