InteractionMetrics

JUNE 17, 2015

Earlier this month, I discussed how to improve your customer satisfaction survey in a GoToAssist webinar. One person said they learned about what NOT to do with their satisfaction survey, but they wanted to hear more about what they SHOULD do. There is a lot to say about customer satisfaction surveys.

Customer Satisfaction 53

Customer Satisfaction Net Promoter Score NPS Touchpoint 53

Callminer

SEPTEMBER 14, 2020

“One important role a business analyst can fulfill at a call center is to review customer service satisfaction rates and measure them against team performances…”. In a call center where teams focus on first call resolution, there is no reason for customer satisfaction to fall below 100% percent.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

SurveySensum

JUNE 13, 2021

While basic data analytics with spreadsheets can give some shallow insights, SurveySensum Text Analysis harnesses data from multiple sources such as chatbots, surveys, in-apps, emails, etc., SurveySensum Text Analysis breaks down large chunks of textual data into easily understandable and recognizable patterns.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

Execs In The Know

MARCH 4, 2022

Having insight into not only the touchpoints through which customers engaged with your brand but also customer sentiment, behavior, and emotions is crucial for businesses to provide seamless, omnichannel customer experiences throughout the customer journey.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Lumoa

FEBRUARY 16, 2023

Thanks to the Internet, customer feedback has never been so accessible. Learning what your customers think about your products or services isn’t difficult. Customer experience templates, customer survey templates, or customer satisfaction survey templates allow you to make informed decisions on improving the customer journey.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Dvir-Hoffman-CEO-at-CommBox Choose a solution that allows you to customize the scope of knowledge of your AI model. The challenge in 2024?

AI 98

AI Unstructured Data Engineering Start-ups 98

SurveySensum

DECEMBER 24, 2024

SurveySensum SurveySensum is an AI-enabled customer experience management platform that enables businesses of all sizes and industries to gather customer feedback, analyze it, and take prioritized action to improve customer satisfaction and loyalty. And not just that.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

InteractionMetrics

APRIL 24, 2015

We’ve written a lot about customer satisfaction survey errors, but, time and again, we see the same mistakes crop up. Check out our latest Slideshare about this topic and read on, because these are the kinds of errors that alienate customers, waste time, and lead to misguided business decisions. we can make your survey smarter.

Unstructured Data 45

Unstructured Data Customer Feedback Customer Satisfaction Start-ups 45

SurveySensum

MARCH 3, 2025

It enables you to understand customer satisfaction levels, take proactive action to manage crises by identifying negative trends early and provide data-driven insights to improve customer experience. Identifying Customer Pain Points Customers often voice their concerns and frustrations on social media.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

Qualtrics

OCTOBER 9, 2020

Unstructured data is becoming an increasingly important part of a successful listening program. CX leaders all recognize the importance of a robust structured VoC data collection program. First off, can you explain what unstructured data is? social media comments , user reviews, etc.).

Unstructured Data 20

Unstructured Data Sentiment Analysis CX Machine Learning 20

Lightico

JUNE 6, 2024

IDP Pros: Intelligent Automation : Leverages ML and NLP to understand document context, extracting meaningful data with high accuracy. Flexible and Adaptable : Handles a wide range of document formats, including structured, semi-structured, and unstructured data.

AI 52

AI Unstructured Data Machine Learning Compliance 52

CSAT.AI

SEPTEMBER 25, 2017

You should have all the standard data, such as customer location, age, email, title, etc…, but you should also be inquiring why customers are leaving when they leave. The second challenge lies in whether it’s structured or unstructured data. It’s important to record this information too.

Artificial Intelligence 59

Artificial Intelligence Predictive Analytics Unstructured Data Sentiment Analysis 59

InteractionMetrics

DECEMBER 10, 2024

In addition, quantification allows text themes to be correlated with outcome metrics like Net Promoter and Customer Satisfaction Scores. All three AI toolsChatGPT, Gemini, and Claudeare capable of analyzing open-ended survey questions and other types of unstructured data.

AI 52

AI Sentiment Analysis Actionable Insights Unstructured Data 52

Lumoa

APRIL 18, 2023

Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.) Analytics can also help you to customize workflows. Thankfully, these days are behind us!

Customer Experience 78

Customer Experience CX Net Promoter Score Unstructured Data 78

SurveySensum

FEBRUARY 24, 2025

Both Work With Unstructured Data : Both text and sentiment analysis deals with unstructured customer data and feedback, such as texts, emails, surveys, social media conversations, online reviews, etc. Heres how they overlap.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

InteractionMetrics

APRIL 17, 2025

It offers custom question types, logic, and multilingual support, though its analytics are more basic compared to Qualtrics. Best For Small to mid-sized businesses, nonprofits, or solo users who need quick, easy-to-deploy surveyslike customer satisfaction or market researchwithout complex features.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

Shep Hyken

APRIL 8, 2022

IDC analysts predict by 2024, 30% of Fortune 2000 companies will harness customer, product & inventory data to deploy the next best action that drives customer demand. 75% of retailers will fully integrate order and inventory data to optimize fulfillment. This feature is active in some Whole Foods locations. .

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

Zendesk

APRIL 4, 2022

Today, automation helps CX teams replace manual work, increase operational efficiency, ensure greater security for sensitive data, and improve customer satisfaction–ultimately creating future proof privacy programs that maximize customer experiences, while minimizing the burden on CX.

CX 52

CX Unstructured Data Customer Satisfaction Compliance 52

SurveySensum

SEPTEMBER 11, 2024

. → Here’s the list of the top 7 Customer Journey Analytics tools Real-time Monitoring : Implementing real-time monitoring via in-app feedback, website pop-ups, chatbots, social media, web analytics, etc, will help you capture immediate customer responses and enable you to act in real time.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

SurveySensum

OCTOBER 4, 2024

In fact, companies that engage with customers across multiple channels report a 9.5% Effective analysis involves managing both structured and unstructured data and identifying meaningful trends that guide business decisions. It also increases the likelihood that customers will continue providing valuable feedback in the future.

Unstructured Data 52

Unstructured Data Social Media Omnichannel Close the Loop 52

Ameyo Callversations

APRIL 21, 2022

Providing customer support in the local language has numerous benefits. It creates a more personal touchpoint with the customer, builds trust and credibility, and can help to increase customer satisfaction and loyalty. Machine translation has the potential to revolutionize customer support.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

1 to 1

AUGUST 30, 2021

Conversational intelligence According to Forrester, conversational intelligence tools, like speech & text analytics and other voice-of-customer technology, “use natural language processing to capture unstructured data from remote spoken conversations between sellers and buyers.

B2B 29

B2B Sales Unstructured Data Text Analytics 29

Hodusoft

OCTOBER 2, 2024

” AI can easily identify unintentional misinformation, discrepancies, as well as potential errors by scanning all available structured and unstructured data sources to get a clear picture. Boosting Patient Satisfaction “The impact of Al on the customer service function cannot be overstated.”

Healthcare 52

Healthcare AI Contact Center Unstructured Data 52

InteractionMetrics

MAY 6, 2015

Is your customer satisfaction survey good? Customer satisfaction surveys are a multi-billion dollar industry. Unfortunately, most customer feedback is riddled with errors. From sampling issues to poorly worded questions, the state of customer feedback is weak. Really good?

Double-Barreled Question 40

Double-Barreled Question Customer Feedback Customer Satisfaction Unstructured Data 40

1 to 1

JANUARY 25, 2021

Activate next-gen learning: Use training bots to achieve operational and quality KPIs faster, while reducing nesting periods and boosting customer satisfaction. And these new ‘bot-human dream teams’ are revolutionizing the entire customer experience! THREE: Empower associates with AI-driven advice.

Artificial Intelligence 29

Artificial Intelligence Contact Center Unstructured Data AI 29

SurveySensum

MARCH 3, 2022

A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data. The ultimate aim of using it is to derive insights, make data-driven business decisions, and create exceptional customer experiences. . Excellent customer support. Verint ForeSEE. Conclusion.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SugarCRM

OCTOBER 24, 2023

Because of the data-backed content, such campaigns will likely have higher conversion rates. When used on unstructured data sets, such tools can assist data enrichment, giving your marketing and sales teams more insights into lead preferences and expectations enabling them to craft impactful messages and strategies.

CRM 26

CRM AI Invoicing Predictive Analytics 26

Steven Van Belleghem

MAY 19, 2020

The biggest result is the higher customer satisfaction. And the third pillar is Intelligent Automation to transform and automate processes to improve customer satisfaction and productivity. At the basic level, we plan to achieve efficiency through the automation of simple tasks that handle structured data.

Contact Center 52

Contact Center E-commerce Start-ups Innovation 52

Hodusoft

MARCH 12, 2025

Accurate Assessment of Credit Risk AI-powered solutions can analyze vast amounts of information such as transaction history, social media behavior, financial statements, and other unstructured data to accurately assess customers’ creditworthiness.

Contact Center 52

Contact Center AI Machine Learning Finance 52

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. contactcenter #2020trends Click To Tweet. Call Centers Will Change in 2020. Increased Pressure to Showcase Real ROI.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

InteractionMetrics

NOVEMBER 11, 2024

Um, and in the very beginning of the company, we were just about customer service evaluation. And then our clients pushed us into like, we’re really interested in beyond customer service, customer satisfaction. We still had our old school customer satisfaction, what have you.

NPS 52

NPS Net Promoter Score Start-ups Unstructured Data 52

SurveySensum

APRIL 15, 2025

With the help of VoC tools, you can bid farewell to customer friction and the guesswork surrounding their desires. By utilizing VoC tools to collate data and improve customer satisfaction, you can scale your business more effectively. In this blog, we will explore 11 remarkable voices of customer tools.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SurveySensum

NOVEMBER 26, 2024

What is Medallia – Platform Overview Medallia is an experience management platform that uses experience data points called signals to help drive growth. This AI-enabled experience management solution helps you identify top customer sentiments from unstructured data with its text analysis and gives you actionable insights.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52

SurveySensum

JANUARY 13, 2025

Lets look at how you can use technology to capture this indirect feedback: Social Media Insights: On platforms like Twitter, Instagram, and Facebook, there are customer opinions in the form of likes, comments, and mentions. Share stories and updates about how customer feedback has led to tangible changes.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 52