Data-driven insights into the mind of your customerBig_Data_Sources

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. 

Survey_1Survey and Comments Analysis

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.

Brand icon  Brand Identity and Perception

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.

Sales_Pipeline Pipeline phase and buying signals

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.

Social Media Vector Online Corporate Reputation

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.

CollectionMining Customer Interactions

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).

Customer ProfileCustomer Profiles

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:

Corporate clients

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.Customer_Sentiment

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.


Advantages of TextualETL

TextualETL provides the ideal solution for analyze customer sentiment and the VoC.  Here are some of the key features of TextualETL for VoC solutions:

Advanced Sentiment Analysis

Including object-oriented indexing and analysis of metadata terms selected and produced by the system.  Customize the system for your specific industry, sector, or customer environment.

Fully Optimized

The TextualETL user-interface is highly functional and optimized for use by trained users of the system.  Use our default library of taxonomies and ontologies for industry specific terms and indexes for a quick setup of corporate brand and identity.

Customization

Add your own taxonomy terms and definitions from your own dictionaries, classification models and sentiment vocabularies according to your specific needs.

Textual Disambiguation of terms and entities

Our proprietary approach to textual disambiguation eliminates the confusion of names of companies, products, brands, people by building and creating specific contextual relationship of terms.  Never again confuse the “Washington Generals” with the military kind found in D.C. δ

Consistency and Homogeneity

Apply the same analysis criteria to all content sources and avoid any inconsistency or divergence that may arise from processing feedback and sentiment from a vast multitude of users.

Ready for Twitter

Designed to understand both the formal language of the news and Twitter’s informal and abbreviated one, in several languages.