VOICE OF THE CUSTOMER
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.
Survey 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
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.
Mining 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).
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.
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.
Achieve a 360-degree profile of your clients, incorporating demographic information, behavior and attitudes, from their online conversations and interactions with the company.
An essential part of CRM is that of customer communication. without the inclusion of communications there is no 360 degree view of the customer. Communications are a large part of the textual world. When text relating to communications is opened up to the world of analytical processing, all sorts of possibilities reveal themselves.Jung Park
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.
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.
Add your own taxonomy terms and definitions from your own dictionaries, classification models and sentiment vocabularies according to your specific needs.
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.
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.
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.
Ready for Twitter
Designed to understand both the formal language of the news and Twitter’s informal and abbreviated one, in several languages.
Talk to Us
Reach out if you have any questions.
Schedule a GO-TO-MEETING session
Schedule your Webex or Go-to-Meeting session today to explore the options:
We will show you examples of what has been done with TextualETL™.
Explore the ways that TextualETL™ can leverage your unstructured data.
Please contact Forest Rim to schedule your demo or POC today.