Data-driven insights into the mind of your customer
It is now vital to understand the hearts and minds of your customers. Customers now express their sentiment through all types of channels and contact points. Voice of the Customer (VoC) initiatives must now move into unsolicited and unstructured content: comments on blogs, survey responses, call center verbatim records, and of course Facebook,Twitter, SnapChat feeds, and much more. The requirement is now for a massively scalable and automated processing engine that enables a brand to perform this analysis with the the necessary characteristics of speed, quality, scalability, and homogeneity.
Process text-based, open-ended answers to the “Comments” section of your survey with an unlimited field size and fast turnaround time for collection and analysis.
Discover the attributes that define your brand as they are expressed in the content generated spontaneously by users through social media and company sponsored content.
Detect specific buying or churn signals and identify which phase of the sales pipeline your customer or prospect is currently in (e.g. discovery, evaluation, decision) to trigger immediate actions.
Source a wide range of online and internet content to assess and determine the impact of multiple aspects and dimensions of your corporate reputation including blogs, tweets, posts, feeds, and more. Any and all textual data can be converted and analyzed.
Convert the verbatim feedback and comments of your customer touch-points and interactions via telephone, online feedback, or email into a structured database in order to generate reports, detect correlations, and analyze trends (native or 3rd party tool).
Achieve a 360-degree profile of your clients, incorporating demographic information, behavior and attitudes, from their online conversations and interactions with the company.
Who can benefit?
New technologies for the automated and scalable analysis of the Voice of the Customer are more widely available. TextualETL can help not only producers of marketing tools, but also companies engaged in market analysis and customer experience management, as well as corporate users in a variety of industries and markets. Here are just a few examples:
Industries with a large number of employees and users to manage such as banking, finance, insurance, communications, manufacturing and utilities, TextualETL™ enables you to extend the reach of VoC initiatives to unstructured and unsolicited comments.
Market research and customer experience providers
TextualETL™ provides a more automated and scalable system for conversion of unstructured and spontaneous feedback which enables our clients to provide a more complete and high-value service (e.g. pipeline management, customer journey, brand perception). A solution that is adaptable and in real time, improves results, efficiency and final cost structure.
Manufacturers of VoC, social media monitoring and CRM tools
Semantic analysis technologies enable our clients to incorporate their clients’ unstructured feedback coming from a range of spontaneous and unsolicited sources from social media to traditional channels including call centers, email, and surveys.