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Tethr

Score10 out of 10

4 Reviews and Ratings

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What is Tethr?

Tethr, from CollabIP in Austin, consumes conversational data from the network, cloud or premise using enterprise-class design to ensure security and privacy, to provide insights from customer phone calls and chats. Tethr comes standard with hundreds of pre-built insight categories based on service, sales and CX research. The solution also produces the Tethr Effort Index (TEI) a machine learning-based predictive customer effort score that helps enable users to track customer effort at a conversation-level, and drill down into high-effort interactions that are likely to create disloyalty and churn.

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Reviews

What users are saying about Tethr.
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Tethr is the solution to grow sales.

Incentivized
Richard JasselView profile
Maintenance Team Manager in Customer Service at Eastman Chemical Company (10,001+ employees employees)

Use Cases and Deployment Scope

We have been able to increase sales considerably with this software which is helping us to better track calls through recordings. Also through chat, calls, and mail, we can monitor the interaction that our agents have with customers, to improve performance and know the failures that we have, thanks to intelligent reports and metrics.

Pros

  • The intelligence of the software allows the creation of algorithms, metrics, and advanced reports, to train sales agents and improve their sales performance and customer treatment.
  • Allows you to search for recordings or archives of any customer interaction in real-time, to closely monitor and draw from that experience some sales learning and improvement.
  • It has an easy control panel, where you can attend to customers, monitor performance, pull reports, and have everything under control in an easy-to-manage interface.

Cons

  • It would be very useful if it not only made call recordings but the transcription of the call, to have better access to the communication.
  • If it could be integrated with social networks it would be great, so we could also monitor the behavior of our customers through that medium.
  • If I had a database of contacts and customers, it would also be very useful and would facilitate my work.

Most Important Features

  • Allows the analysis of customer service, real-time analysis, and agent performance analysis, to control and improve processes, customer service, and sales.
  • Captures and records phone calls, and saves recording files in an organized manner.
  • Allows tracking and monitoring of calls and the rest of the activities and interactions with the customer.

Return on Investment

  • Thanks to the fact that we have been able to have greater and better control of calls, chats, emails, and other interactions with customers, we were able to improve the performance of our agents, correct errors that were in the conversations, and make good manuals and user guides for the agent to know how to deal with customers, expanding our numbers and increasing our sales.