How Smartness leveraged user feedback to reduce churn and improve CX

‍‍Smartness, an innovative Italian company, specializes in dynamic pricing solutions tailored for the hospitality industry. Utilizing cutting-edge algorithms and robust data analytics.

Smartness empowers hotels to optimize their pricing strategies, thereby maximizing revenue and boosting occupancy rates.

By focusing on automated, data-driven pricing solutions, Smartness enables hoteliers to dedicate their efforts to delivering exceptional guest experiences while achieving optimal financial outcomes.

Before integrating Zefi.ai, Smartness encountered several significant challenges:

1. Manual Data Analysis:
   
   Each customer interaction was analyzed manually, consuming substantial time and resources.
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2. Bias in Tagging:
   
   ‍Manual insertion of tags led to potential bias and inaccuracies.
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3. Inconsistent Historical Analysis:
   
   ‍Only the most recent interaction was considered, overlooking the entire history of user interactions.

To streamline Smartpricing's data analysis processes, Zefi.ai was seamlessly integrated.Key steps and integrations included:

1. Integration with HubSpot:
   
   ‍Zefi.ai was connected with Smartpricing's HubSpot CRM to analyze interactions from churned customers
   
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2. Data Aggregation:
   
   ‍Over six months, Zefi.ai processed more than 60,000 interactions, including customer support tickets, sales call transcripts, and sales emails.
   
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3. Data Cleaning and Anonymization:
   
   ‍The data was meticulously cleaned, anonymized, and aggregated per account, creating comprehensive summaries of interactions.
   
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4. Discovery and Tagging:
   
   ‍Zefi.ai conducted a discovery phase to understand main topics and tagged each data point accordingly.

1. Real-Time Analysis:
   
   ‍Enabled continuous monitoring and immediate insights.
   
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2. Centralized Feedback Collection:
   
   ‍All customer interactions were summarized and centralized, eliminating scattered data points.
   
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3. Automated Alerts:
   
   ‍Provided alerts based on churn probability, allowing proactive measures.
   
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4. Real-Time Reports:
   
   ‍Generated analytics and charts for quick and informed decision-making.

1. Improved Decision-Making: 
   
   ‍Enhanced ability to make data-driven decisions
   
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2. Enhanced Customer Experience:
   
   ‍Identified pain points and addressed them proactively, improving overall customer satisfaction
   
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3. Better Team Collaboration:
   
   ‍Centralized data and automated insights fostered better collaboration across teams.