CUSTOMER FEEDBACK ANALYTICS
Have you collected a lot of customer feedback but don’t know exactly what to do with it? Analysing everything manually is practically impossible. Understand your customer with smart text analysis. We conjure up new and practical information from a disorganized pile of customer feedback. In any language. Content analytics is almost as accurate as a human being, and it has a lot of superhuman abilities that you will appreciate.
How analytics works
Observing mode
We automatically monitor customer feedback and report the results to you.
Main objectives
You get an accurate overview of customer feedback. Including tracking trends over time.
Benefits
You will finally focus your resources exactly where they are needed most. You will know your strong supporters and critics. Your key personnel will receive precisely tailored outputs.
Discovery mode
We will discover information about customer feedback you have not even know about.
Main objectives
We can also find hidden themes and new trends. Customer feedback is under your control.
Benefits
Your customer satisfaction will increase significantly thanks to the rapid recognition and resolution of new situations. Identifying the reasons customers leave will help you increase retention. Analytics gives you an efficient and operational overview of incoming feedback.
Observing mode in practice
Automatic analysis of customer feedback in the Albert chain
In Albert, they processed only
Analysts in Albert were able to categorize a small portion of customer feedback – only about 30%. This lengthy process consumed 120 MD per year. And the results of the analysis were not reliable. The chain was therefore looking for a solution that would free employees from routine drudgery and sort feedbacks automatically, quickly and reliably.
Artificial intelligence processes
SentiSquare artificial intelligence ingested historical data and learned to recognize themes and sentiment in feedback forms without human help – with almost human-like accuracy. Processes 100% of incoming feedback seamlessly. And this has allowed us to introduce a new and more detailed categorization of the topics that customers are addressing.
Previously
Now with SentiSquare
(higher NPS instead)
Automation in Albert – numbers and facts
- Albert saves 120 MD of skilled labour per year by deploying automatic feedback sorting.
- The regular report is ready in 3 days instead of 3 weeks.
- 100% feedback coverage brought laser-precise targeting to specific customer needs. In every store, department and region.
At Albert, automation and artificial intelligence are now directing customer care efforts and resources where they are needed most.
Discovery mode in practice
Automatic feedback analysis can handle more than 15,000 SMS per month in T-Mobile
What T-Mobile failed do well
Despite the large volume of feedback, T-Mobile failed to measure the causes of changes in customer satisfaction – there was no overall overview, information was distorted and fragmented across teams. T-Mobile tried the most advanced solution with classification using rules and keywords. Without satisfactory results.
How we solved it
In order to successfully classify SMS into topics, we used T-Mobile’s historical data in machine learning processes. Artificial intelligence has learned to identify topics and sentiment of messages with high accuracy. Users of the analytics application can easily search and filter data and receive clear outputs and visualizations.
What the automation of feedback brought to T-Mobile?
- Reliable real-time trend detection of topics and sentiment
- Easy and operational identification of specific examples of feedback
- A perfect overview of what needs to be improved from the customer’s point of view as well as an immediate overview of all important communication topics
T-Mobile is no longer afraid of tens of thousands of SMS from customers. Analytics helps them to know the real needs of their customers every day.
FREE solution and pilot project
We will prepare a solution proposal for you free of charge and the pilot project can be running in just two weeks. We will show you how to use customer care to its full potential by automating customer communications. Take your business to the next level!
Contact
We don’t play games – we develop and sell only what we understand perfectly
References
Customer Feedback Analytics
Challenge: Measuring the causes of changes in customer satisfaction