Lucidya continues to provide innovative tools that enhance customer experience management efficiently and effectively. One of these new tools is Themes. This tool is designed to categorize customer conversations and segment interactions based on key topics, helping you analyze customer behavior and Omniserve in an organized manner. Themes can be customized to align with different objectives, whether improving customer service, tracking customer satisfaction with products, or analyzing opinions on specific topics.
Steps to Add a New Theme:
From the main screen, click on the "Tools" menu, then select "Themes".
On the Themes page, you will find predefined themes such as "Products & Services", "Delivery", "Application", "Customer Service", "Payment", and "Undefined". Each theme is assigned a color and includes a short description.
On the left side of the page, click the "+ New Theme" button to create a new theme.
A pop-up window will appear, allowing you to choose a theme color and enter its name in both Arabic and English.
Enter a detailed description for the theme, explaining its purpose with an example if possible. Then, add relevant keywords to enhance the accuracy of analysis.
Once all fields are completed, click the "Add" button to create and save the theme in your list.
You will also find an "+ New Theme" option in the "Theme" list for each post within the "Omniserve" tab on the monitoring screen's data analysis page.