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How to Use Text Analytics to Improve Your Customer Experience.

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments

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How to Use Text Analytics to Improve Your Customer Experience.

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  1.  How to Use Text Analytics to Improve Your Customer Experience.

  2. The importance of customer experience for business cannot be neglected. • That is the main reason why every successful business has implemented some sort of customer experience program in one form or another. • It won’t be an over-exaggeration to say that customer experience is one of the key factors that differentiate a successful business from an unsuccessful one.

  3. Many businesses have gone a step ahead, taking a mature approach. Meaning that they don’t only listen and measure, but also respond to customers, take actions, and deliver real insights across the organization. • This is where text analysis comes into play! • We know this is not the first time you have heard of it, in fact, you might have heard the terms natural language processing, text mining, or simply, text analytics can improve and take your customer experience to the next level.

  4. With the increase in the usage of the internet, people have multiple channels where they can share what they feel about the product or service you offer. • If you are a big organization with a huge customer base, you are already receiving a lot of customer experience , complaints, and whatnot.  • You must utilize this feedback, as according to Qualtrics, companies that lead in customer experience outperform laggards by nearly 80%.  • Not only that, companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries.

  5. There are various ways companies collect feedback, some collect in form of Net Promoter Score, Other uses metrics like Customer Effort Score or Customer Satisfaction. • Feedback arrives in other forms as well: pure text sent via various channels directly to the company, comments on social media, reviews in application stores and online stores, etc.

  6. How to use Text Analytics to Improve Customer Experience As we have already mentioned that to be successful you should go beyond just simply listening and measuring and start to actually respond to customers, take action, and deliver real insights across your organization.

  7. Take Instant Action • Unique opportunity to take immediate action and close the loop with your customers by using real-time AI and text analysis. • You can notify your customer that their feedback has been received and taken into account. You can even go a step further and provide a resolution to common issues. This creates a positive response for your brand. • By doing so you can deal with the critic instantly. This can even lead to convert them as a promoter.

  8. Generate Follow Up Actions • You can’t respond to each and every query instantly, in such cases you can use sentiment analysis and topic analysis to categorize issues and generate relevant actions.  • This is way better than the standard survey form where they might enter a complaint and get nothing back at all.  • With this you can operationalize your data to integrate it into everyday employee workflows, ensuring that customer experience is integral to your company’s agenda.

  9. Analyze Trends Over Time • By combining the data such as customer segment, demographics, topic, etc. you can start to get an overall picture of the main issues that your customers face. • This helps businesses to make long-term decisions by helping them identify the common issues that have the biggest impact on the customer experience.

  10. Set Priorities • You can maximize positive impact by prioritizing them in order to deal with them as you have a visualization of not only the number of mentions certain complaints are getting but also the emotional impact of these areas. • With this businesses can also use it to determine requested new features in order to delight their customers even more.

  11. Summary • It is vital that organizations know how to collate and act on this data as conversational surveys are the next evolution in customer feedback. • This makes text analytics an integral part of this approach.  • You can start to turn your qualitative data into quantitative data and turn feedback into actionable insight by categorizing and analyzing your unstructured data. www.tatvaminsights.com

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