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INDUSTRY · FINANCE & INSURANCE

Earn trust at every branch, app and call.

Customers tell you in the app, at the branch, on the phone and in public reviews. Cloud4Feed brings it into one picture, scores every call, flags the customers at risk and gets the right team acting — with personal data protected and a person approving every sensitive step.

Request a Demo → See two stories ↓
  • Surveys
  • Public reviews
  • Call scoring
CityLedger Bank · SeptemberCityShield Insurance · Last 30 days
Mobile app · in-app survey after a transfer

The app froze on the verification screen — twice.

App stability · negative
Coded
Branch survey · Market Square · NPS 2 TR

Kartımı yenilemek için şubede 35 dakika bekledim.

“I waited 35 minutes at the branch to replace my card.”

Branch wait time · negative
Coded
Call centre CRITICAL

I was on hold for 40 minutes just to block my lost card.

Card blocking · critical
Card Services
App store review · ★★☆☆☆

Fees appeared that nobody told me about.

Fee transparency · negative
AI reply · awaiting approval
Call · Motor Claims · 6:42 · James P.

This is the third time I'm calling about my claim.

Claims · Status Updates · negative
QA 72 / 100
Claims survey · NPS 3

Had to chase them for every update.

Claims · Status Updates · negative
Coded
Google review · ★★☆☆☆

No updates unless you call.

Claims · Status Updates · negative
AI reply · awaiting approval
Voice AI renewal interview · coded as the call ended

My premium went up and nobody explained why.

Renewal pricing · negative
Retention Team
Branch, app, calls and reviews · one topic model See how it's coded →
100% of calls scored Recovery opened · SLA 4h
THE FINANCE & INSURANCE CHALLENGE

Trust is lost in one channel and noticed in another.

01

Three channels, three pictures

Branch, mobile and contact-centre experience are measured by different teams in different tools, so no one sees the whole customer.

02

Complaints found too late

A complaint is often noticed only after the customer has called again, posted a review or moved their money.

03

A few calls checked, most never heard

Quality teams can listen to only a small sample of calls, so compliance gaps and repeat contacts slip through.

THE CUSTOMER JOURNEY

Listen at every step from first account to final claim.

Each touchpoint feeds the same platform, on the channel that fits the moment.

1

Account opening

LISTENS WITH
SurveysAsk the right question, to the right person — in minutes.
Onboarding ease
2

Mobile & online banking

LISTENS WITH
SurveysAsk the right question, to the right person — in minutes.Reputation ManagementEvery review, mention and comment — answered from one place.
App login
3

Branch visit

LISTENS WITH
SurveysAsk the right question, to the right person — in minutes.
Branch wait time
4

Loan application

LISTENS WITH
SurveysAsk the right question, to the right person — in minutes.WhatsAppHear from the customers email and SMS miss.
Approval time
5

Contact centre

LISTENS WITH
Call Quality MonitoringScore every call. Not just the few you have time to hear.
Card blocking
6

Complaint & resolution

LISTENS WITH
SurveysAsk the right question, to the right person — in minutes.Voice AIGive your survey a voice.
Resolution time
1

Buying a policy

LISTENS WITH
SurveysAsk the right question, to the right person — in minutes.Call Quality MonitoringScore every call. Not just the few you have time to hear.
Coverage clarity
2

Claim notification

LISTENS WITH
Call Quality MonitoringScore every call. Not just the few you have time to hear.WhatsAppHear from the customers email and SMS miss.
Claim notification
3

Assessment

LISTENS WITH
WhatsAppHear from the customers email and SMS miss.SurveysAsk the right question, to the right person — in minutes.
Assessor appointment
4

Repair & payment

LISTENS WITH
SurveysAsk the right question, to the right person — in minutes.
Payment timing
5

After the claim

LISTENS WITH
Reputation ManagementEvery review, mention and comment — answered from one place.SurveysAsk the right question, to the right person — in minutes.
Claims status updates
6

Renewal

LISTENS WITH
Voice AIGive your survey a voice.Call Quality MonitoringScore every call. Not just the few you have time to hear.
Renewal pricing

Every stop is scored on the same scale and tagged with the same topics — by branch, product, queue and segment.

CityLedger Bank · In-app survey · New account

“Opening the account in the app took five minutes, but two weeks later my card still hasn't arrived.”

Account opening · positive
Card delivery · negative
intent: complaint
BANKING
Branch wait timeApp loginCard deliveryFee transparency
INSURANCE
Claim processing timeClaims status updatesAssessor appointmentAgent knowledge
DAY 1 · INDUSTRY-READY

Ready for banks and insurers from day one.

Topic models built for your industry, no training period. From the first comment, Cloud4Feed tells a card-delivery delay from an app-login problem, and a slow claim from a missing status update — across 50+ languages.

How every comment is coded →
HOW BANKS AND INSURERS USE CLOUD4FEED

From the first complaint to a customer you keep.

01 · LISTEN

Right after the moment, in the app

A short survey appears after a transfer, a login or a loan step — while the experience is still fresh.

SurveysAsk the right question, to the right person — in minutes.

Every call scored — keep your phone system

Every contact-centre call is transcribed and scored for quality and compliance, not just a small sample.

Call Quality MonitoringScore every call. Not just the few you have time to hear.

A conversation with your most valuable customers

An AI voice agent runs a voice-only relationship survey and codes every answer as the call ends.

Voice AIGive your survey a voice.
02 · ANALYZE

Every complaint sorted by topic and intent

Survey comments, calls, chats and reviews are coded into the same banking and insurance topics.

Conversation & Text IntelligenceEvery conversation, understood — in every channel and language.

One root cause, every channel

See the same problem in calls, survey comments and reviews — before it becomes a public one.

Conversation & Text IntelligenceEvery conversation, understood — in every channel and language.Call Quality MonitoringScore every call. Not just the few you have time to hear.
03 · INSIGHT

Fix first, by branch, product and queue

“Why did branch NPS drop in September?” — answered with sources, and ranked by what fixing it is worth.

AI Insights & Predictive AnalyticsKnow what to fix first — and who's about to leave.

See who's about to leave

Churn risk, lifetime value and likely next product for each customer, so retention teams call the right people first.

AI Insights & Predictive AnalyticsKnow what to fix first — and who's about to leave.
04 · ACT

Critical complaints get an owner

A critical comment opens a case with an owner and an SLA, and the customer is asked whether it was resolved.

Workflow & Closing the LoopClose the loop with cases, alerts and win-back journeys.

Reply to every review — with approval

AI drafts the reply to app store and branch reviews; your team approves it before it's posted.

Reputation ManagementEvery review, mention and comment — answered from one place.

Win back the customers who went quiet

Personalised AI voice calls and WhatsApp conversations reach your most valuable inactive customers first, with consent.

ReActivateWin back the customers who went quiet.
TWO STORIES

One insurer. One bank. Both found the cause in time.

CityShield Insurance · Motor Claims

A fictional motor and home insurer.

1
SIGNAL

James P. calls about claim MC-20418 for the third time this week.

Every call is transcribed and coded; his card number is masked.

Call Quality MonitoringScore every call. Not just the few you have time to hear.
2
PATTERN

Claims · Status Updates is rising everywhere.

Calls 412 · survey comments 96 · reviews 38 — last 30 days.

Conversation & Text IntelligenceEvery conversation, understood — in every channel and language.
3
SCORE

The call scores 72 / 100.

Missed: next steps & timeline confirmed.

Call Quality MonitoringScore every call. Not just the few you have time to hear.
4
ACT

Recovery opened · Claims Team Lead · SLA 4h.

Coaching Case #7731 for Sophie L.

Workflow & Closing the LoopClose the loop with cases, alerts and win-back journeys.
5
PROGRESS

Next steps confirmed: 61% → 84%.

Tracked over four weeks.

Call Quality MonitoringScore every call. Not just the few you have time to hear.
See this story on Call Quality Monitoring →

CityLedger Bank · September

A fictional retail bank.

1
SIGNAL

“I waited 35 minutes just to replace my card.”

Market Square branch survey · NPS 2.

SurveysAsk the right question, to the right person — in minutes.
2
PATTERN

Branch wait time up 64% across three branches.

52% of these mentions are about card replacement.

Conversation & Text IntelligenceEvery conversation, understood — in every channel and language.
3
CAUSE

After the 4 Sep app release, card replacement disappeared from the app.

Fixing it is worth an estimated +3.1 NPS.

AI Insights & Predictive AnalyticsKnow what to fix first — and who's about to leave.
4
ACT

Task to Branch Operations · SLA 24h.

The root cause goes to the Mobile App team too.

Workflow & Closing the LoopClose the loop with cases, alerts and win-back journeys.
5
LOOP CLOSED

“Was your issue resolved?” — Yes.

Card replacement is back in the app.

Workflow & Closing the LoopClose the loop with cases, alerts and win-back journeys.
See how Ask AI finds the why →

What banks and insurers track on Cloud4Feed

Relationship NPS

by segment, product and region

Transactional NPS

after every branch, app and call moment

Complaint resolution time

from first contact to closed task

Call quality score

every call, by queue, team and agent

Churn risk

customers most likely to leave, ranked by value

BUILT FOR REGULATED TEAMS

Personal data protected. A person in charge.

Personal data masked in every call

Card numbers, ID numbers and dates of birth are redacted from call transcripts — on by default.

Call Quality MonitoringScore every call. Not just the few you have time to hear.

Voice AI designed for KVKK and GDPR

Consent, do-not-call lists and calling hours are respected, and every call says it's an AI agent.

Voice AIGive your survey a voice.

Money waits for a person

Routine follow-ups run automatically; goodwill gestures, refunds and exceptions wait for approval.

Workflow & Closing the LoopClose the loop with cases, alerts and win-back journeys.
CUSTOMERS

Experience in finance and insurance.

Banks, insurers and finance companies that have run programmes on Cloud4Feed.

Aktif Bank

Banking

Customer experience programme

Akva Sigorta

Insurance

Customer experience programme

Fuzul Ev

Savings finance

Customer and employee experience programmes

Anadolu Sigorta

Insurance

Customer experience programme

Türkiye Hayat Emeklilik

Pension & life insurance

Customer experience programme

Start small. One business unit, one channel and one measurable goal — success metrics agreed before kickoff.

Request a Demo →

100+ companies · 15+ industries · 45 countries

Read customer stories →

RELATED SOLUTIONS

FOR SERVICE TEAMS

Customer Services

Which calls are going wrong — and why?

→ FOR CX TEAMS

Customer Experience Department

What should we fix first — and what is it worth?

→ FOR MARKETING TEAMS

Marketing

How is our brand perceived — and versus competitors?

→ SOLUTION AREA

Customer Experience

Track every touchpoint, cut churn drivers and close the loop with each detractor.

→
Every insight shows its sources · Your team approves every action · Role-based access to personal data

See Cloud4Feed set up for your branches, apps and calls.

A 30-minute walkthrough with banking or insurance topics, your channels and your contact centre.

Request a Demo → Talk to sales
↺Loop closed
Case resolved by the team
Case #4821 opened · Ops · SLA 48hLoop closed ✓
Installation scheduling — +2.1 NPS if fixed
Cloud4Feed
See full platform overview →
FEEDBACK SOURCES
Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence
AI-POWERED ENGAGEMENT
WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management
INTELLIGENCE & ANALYTICS
Conversation & Text Intelligence AI Insights & Predictive Analytics
See all solutions →
SOLUTION AREAS
Customer Experience Employee Experience Market Research
BY INDUSTRY
Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector
BY DEPARTMENT
Marketing Customer Experience Department Customer Services HR Product Management Market Research
Customers
Resources
BlogIdeas and practice in CX, EX and research.→GuidesHow to measure and act on NPS, CSAT, CES and more.→Reports & E-booksOriginal research, free to read.→
Customer stories →Browse all resources →
Pricing
Why Cloud4FeedOne platform instead of five point tools. About UsWho we are and what we believe. PartnershipResell, implement or integrate Cloud4Feed. ContactTalk to sales, support or our team.
Request a Demo
See full platform overview →
FEEDBACK SOURCES
Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence
AI-POWERED ENGAGEMENT
WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management
INTELLIGENCE & ANALYTICS
Conversation & Text Intelligence AI Insights & Predictive Analytics
See all solutions →
SOLUTION AREAS
Customer Experience Employee Experience Market Research
BY INDUSTRY
Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector
BY DEPARTMENT
Marketing Customer Experience Department Customer Services HR Product Management Market Research
Customers
Resources
BlogGuidesReports & E-books
Customer stories →Browse all resources →
Pricing
Why Cloud4FeedOne platform instead of five point tools. About UsWho we are and what we believe. PartnershipResell, implement or integrate Cloud4Feed. ContactTalk to sales, support or our team.
Request a Demo
Cloud4Feed

Insights. Connect. Growth.

hello@cloud4feed.com Istanbul, Türkiye

Platform

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