CX Management Solutions
Amplify Your Customers’ Voice
Understanding the voice of your customers is critical. Today’s consumer reads reviews on Amazon and Yelp or a friend’s review on Facebook before committing to a purchase. Some of the best insight into what you are doing right and wrong is available in the “General comments” question of a survey or spread across the pages of transcribed dialogue recorded by your help center.
Traditional approaches to using this data by hand coding information, or by merely exploring demographics, fall well short of what is truly needed to accurately reflect consumer sentiment. We provide a technological platform for analyzing textual data that empowers you to really dig into what your customers are saying and turn textual data into actionable insight.
Understanding VoC with Text Mining
Watch a presentation of how Jonathan Frey of Taco Bell used PolyAnalyst™ to better understand the voice of the customer.
Social media analysis
Setup PolyAnalyst to monitor publicly available information from various social media streams such as Facebook and Twitter. Once data is collected and aggregated, use PolyAnalyst’s suite of text exploration tools to automatically summarize, classify, and cluster customer opinions.
Call center transcript analysis
The problem with call center data is that so much of the potentially useful tidbits of information is locked up in a very loosely structured textual format, which makes it difficult for traditional statistical analysis tools to penetrate. Attempts are made at having call center employees use special codes when transcribing their conversations, but the attempts are generally futile and inaccurate. Call center notes provide some of the juiciest insights into consumer and employee sentiment. Take a look at how our software, PolyAnalyst, can help you automatically access, scan, and benefit from analyzing the text of call center notes.
Benefits
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