Lumoa

FEBRUARY 7, 2023

While canceling their account, a customer indicates that “customer service” was the main reason they are leaving. With the help of voice and text analytics, the data analysis process is made even easier. On Twitter, a customer tweets to let their followers know how much they love using your service.

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Fonolo

NOVEMBER 11, 2022

Since you’re here, you can enjoy an appetizer before the main event. Speech analytics identify tone and emotion in customers’ voices, tagging and analyzing them to find shortcomings in customer service scripts, and correcting them with more effective versions. . Let’s dig in! . 2023 Trends: A New Focus on Agent Well-Being .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

SurveySensum

APRIL 9, 2024

The main task here is to communicate. The main idea is to include everyone and recognize the common areas, and the areas that set them apart. Analyze the survey data data with the help of text analytics software. Successful onboarding transforms the initial excitement of a new role into a lasting engagement.

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

Confirmit

JUNE 6, 2018

Confirmit Genius is an advanced Text Analytics platform that uses the latest Machine Learning technologies to help you draw meaning from unstructured content. What are the two main modules of Confirmit Genius?

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

Lumoa

JANUARY 31, 2023

More about NPS -> Other Customer experience KPIs In addition to the main customer experience metrics based on customer feedback, you could follow several KPIs of the customer journey. Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business.

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

SurveySensum

NOVEMBER 27, 2023

Second, use tools like Text Analytics to spot feedback that’s too positive or negative. Its Text Analytics software categorizes customer’s qualitative responses as positive, negative, and neutral. This happens because these extreme feelings prompt users to share their thoughts more often.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Actionable Insights 52

DMG Consulting

FEBRUARY 25, 2019

The main obstacle to progress for traditional quality management (QM) is that few companies can afford the resources to properly staff a traditional QM function. The future of this process is analytics-enabled QM (AQM). Speech (and text) analytics provides the benefits of surveys with none of the work for customers.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

Lumoa

DECEMBER 5, 2017

This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. Did you know that text analytics at Lumoa are powered by AI? ”AI Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event.

CX 109

CX Healthcare Text Analytics AI 109

InteractionMetrics

OCTOBER 14, 2021

Test and refine the accuracy of your Text Analytics software. Objectivity: The Main Reason to Partner with a Company. The main reason you would include a customer survey company in your plans is that you want your survey written and implemented in an objective way. But perhaps you’re on the fence.

Customer Survey 52

Customer Survey Net Promoter Score Text Analytics Touchpoint 52

InteractionMetrics

OCTOBER 14, 2021

Test and refine the accuracy of your Text Analytics software. Objectivity: The Main Reason to Partner with a Company. The main reason you would include a customer survey company in your plans is that you want your survey written and implemented in an objective way. But perhaps you’re on the fence.

Customer Survey 52

Customer Survey Net Promoter Score Text Analytics Touchpoint 52

InteractionMetrics

OCTOBER 14, 2021

Test and refine the accuracy of your Text Analytics software. Objectivity: The Main Reason to Partner with a Company. The main reason you would include a customer survey company in your plans is that you want your survey written and implemented in an objective way. But perhaps you’re on the fence.

Customer Survey 52

Customer Survey Net Promoter Score Text Analytics Touchpoint 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. According to Buffer , the main customer support metrics are the following: First Response Time Problem Resolution Time Was the Customer Able to Find What They Were Looking For?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

SurveySensum

SEPTEMBER 25, 2023

Automated Text Analytics: SurveySensum’s advanced text analytics capabilities come into play at this stage. It automates the analysis of text-based feedback, eliminating the need for manual coding or extensive human intervention.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

SurveySensum

FEBRUARY 23, 2024

Advantages of a Pulse Survey The main benefits of a pulse survey are: 1. The tools shouldn’t just be able to create effective pulse surveys but also have an internal system, like Text Analytics software , that can help you analyze and manage feedback without manual analysis. Let’s understand the advantages of pulse surveys.

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

Lumoa

FEBRUARY 16, 2023

Not every customer will state explicitly what their main problem is. You’ll want to consider the main project goal as you do this. Get a free demo of our text analytics or survey analytics tools. Gather Analytics Insights Analyzing customer feedback is the most important part of the process.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

SurveySensum

OCTOBER 3, 2023

Intender (Pre-Sales) Survey The main goal of the Intender (Pre-Sales) automotive customer satisfaction survey is to systematically gather feedback and insights from potential car buyers during the pre-sales phase of their journey. Reasons for Rejecting What were the main reasons for rejecting our dealership?

Customer Satisfaction 52

Customer Satisfaction Social Media Finance Sales 52

SurveySensum

MARCH 1, 2024

All you need to do is dig deeper with AI-enabled tools like Text Analytics and use this feedback to figure out what needs fixing and then actually do something about it. → And here’s the thing – it’s not just about fixing problems behind the scenes. Solution: Open-ended question question gives you a gold mine of feedback.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Lumoa

APRIL 3, 2018

Understanding why your customers are happy or unhappy is the main reason why you should ask for feedback in the first place. That's where text analytics technologies come into play. Simple sentiment analysis of text analytics can divide a sentiment into three buckets: a sentence can be positive, neutral or negative.

Net Promoter Score 134

Net Promoter Score NPS Touchpoint Text Analytics 134

Confirmit

JULY 10, 2017

By the time Pulse Train became part of the Confirmit, I was looking after our CATI solutions which were the best in the market – one of the main reasons for Confirmit’s interest in the company. The biggest benefit of the newly expanded company was the creation of Confirmit Horizons.

Text Analytics 61

Text Analytics Voice of the Employee Start-ups Technology 61

SurveySensum

FEBRUARY 11, 2022

Here are the main disadvantages of Medallia that make people look for better customer feedback tools. . Text Analytics. Leverage the potential of machine learning with SurveySensum’s text analysis. So, why are people switching to Medallia competitors? Easy to use and attractive app design. Best features.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

Lumoa

SEPTEMBER 11, 2023

Platforms like Lumoa have already integrated GPT features to help users with text analytics and feedback summaries. For example, your main goal is to increase your customer satisfaction score by 20% over four months. Mission & Vision One quality all customers look for is reliability and consistency.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Lumoa

SEPTEMBER 11, 2023

Platforms like Lumoa have already integrated GPT features to help users with text analytics and feedback summaries. For example, your main goal is to increase your customer satisfaction score by 20% over four months. Mission & Vision One quality all customers look for is reliability and consistency.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. According to Buffer , the main customer support metrics are the following: First Response Time Problem Resolution Time Was the Customer Able to Find What They Were Looking For?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Lumoa

FEBRUARY 20, 2018

More about NPS -> other Customer experience KPIs In addition to the main customer experience metrics based on customer feedback, you could follow several customer journey KPIs. Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business.

Customer Experience 150

Customer Experience NPS Touchpoint Net Promoter Score 150

SurveySensum

NOVEMBER 8, 2023

Here are the main benefits of implementing automated customer support: 24/7 customer engagement : Automated customer support systems offer 24/7 assistance. Businesses must also employ AI-enabled tools like Text Analytics to analyze the data collected from feedback and extract trends and patterns.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

SurveySensum

OCTOBER 24, 2023

Here’s how to analyze the feedback and turn it into action: Identify Patterns in User Feedback: Dive into the qualitative feedback with Text Analytics and look for common themes. Develop an Action Plan: Once you’ve identified the main areas for improvement, create a plan to address them.

Social Media 52

Social Media Text Analytics Customer Satisfaction Start-ups 52

1 to 1

JANUARY 18, 2022

In these emotionally charged situations, associates rely on powerful management tools and real-time insights from voice and text analytics to identify trending issues and customer sentiment. This tool is mainly used with touch tone keypad selections or speech recognition to get a call routed to a specific department or specialist.

Contact Center 26

Contact Center Text Analytics Customer Satisfaction AI 26

SurveySensum

AUGUST 10, 2023

Step 2: Identify the common themes, trends, and pain points from thousands of qualitative feedback with Text Analytics. Optimize Your Mobile Experience Mobile users are gradually becoming the main target audience for most businesses. Step 4: Execute the action plan by working on the identified issues.

Customer Loyalty 52

Customer Loyalty Close the Loop Engineering Touchpoint 52

Callminer

AUGUST 6, 2019

Speech/text analytics. Text analytics is used to scour textual interactions (e.g., emails, SMS text messages and instant messages) for certain keywords that indicate frustration or satisfaction on the part of the customer. If this is a must-have feature, you’ll need to shortlist vendors that offer it.

Contact Center 140

Contact Center VOC Social Media AI 140

CX Journey

MARCH 13, 2019

In order to untangle this strange dynamic, teams should measure customer sentiment using tools such as text analytics to discover signals that indicate what is actually making customers leave your business. Once you uncover these pain-points, instead of focusing on NPS, use these stumbling blocks as your main employee metrics.

Customer Experience 60

Customer Experience NPS Pharmaceutical Text Analytics 60

Lumoa

AUGUST 8, 2023

Examples of some open-ended questions: What were the main reasons you chose our product? Lumoa’s intuitive interface and text analytics allowed everyone in the company to better understand customer sentiment, making NPS a more accessible and successful KPI. How would you describe your experience with us?

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

InteractionMetrics

SEPTEMBER 17, 2019

Basically, by giving my rep a good score, I am more likely to win on future fees, and that’s my main concern. I divided this list of 20 flaws into 4 main types of survey errors. Text answers must be tagged, coded, and quantified, otherwise, key insights are lost. Software-based text analytics are a great start.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

InteractionMetrics

SEPTEMBER 17, 2019

Basically, by giving my rep a good score, I am more likely to win on future fees, and that’s my main concern. I divided this list of 20 flaws into 4 main types of survey errors. Text answers must be tagged, coded, and quantified, otherwise, key insights are lost. Software-based text analytics are a great start.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40

SurveySensum

FEBRUARY 6, 2024

Choosing the Right Timing for Your Goals: For high response rates and quick action: If your main goal is immediate feedback and the potential for quick win-backs, in-app, real-time surveys are the way to go. Cancellation Reason Prompt: Requesting a reason for cancellation when customers initiate the process.

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

CX Journey

MARCH 13, 2019

In order to untangle this strange dynamic, teams should measure customer sentiment using tools such as text analytics to discover signals that indicate what is actually making customers leave your business. Once you uncover these pain-points, instead of focusing on NPS, use these stumbling blocks as your main employee metrics.

Customer Experience 32

Customer Experience NPS Pharmaceutical Text Analytics 32

InteractionMetrics

JULY 10, 2023

AI software salespeople often tell Customer Experience Directors they MUST buy an AI-powered text analytics solution to understand their data. It wasn’t the AI that provided the insights; it was the nine people training the AI. But that just isn’t true.

Unstructured Data 40

Unstructured Data B2B AI Customer Experience 40

SurveySensum

MAY 19, 2023

Reasons Why You Should Measure NPS in Banks and Other Financial Services Following are some of the main reasons you should measure NPS in banks and other financial services. Use text analytics to understand common themes in customer comments. By analyzing the feedback, banks can pinpoint the areas that need improvements.

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52