Imerco’s call center has a lot to learn

Caption of a toolbox shelf in a hardware store.
Photo: Santeri Viinamäki

Insight nr. Ⅰ
“Phone calls” has an average grade of 2,72 / 5 and an occurrence of 3%. Since 2015 a clear decreasing trend can be seen in sentiment. This topic is the lowest rated for Imerco, and for the lowest average rating, 2,72 / 5 is pretty high.



Insight nr. Ⅱ
“Website” has an occurrence of 11% and an average grade of 4,16 / 5. It is the second most mentioned topic, and its sentiment saw an upswing for the first time since 2015 this year.

Insight nr. Ⅲ
“Navigating” has an average grade of 3,83 / 5 and an occurrence of 3%. It is quite often mentioned along with “website”. Sentiment has been decreasing since 2014 but has seen an increase this year.

Caption of the topic “phone calls” from the dashboard of this analysis.

Conclusion

As both “website” and “navigating” seem to have high grades and being used alongside each other quite frequently, we can conclude their website is easy to navigate, and as such makes the whole interaction nicer for customers. They could probably work a bit on their phone calls. Perhaps trying to focus on a more friendly approach, in order to keep a more positive tone with customers.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on TrustPilot.

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