SurveySensum

DECEMBER 25, 2023

The customer service center had a really complex return procedure. Let’s delve deeper into this with a detailed use case from a retail fintech company I’ve recently collaborated with. With text analytics software , they dug deeper into customer feedback.

Retail 52

Retail NPS Text Analytics Customer Feedback 52

SurveySensum

JULY 20, 2023

This will help you identify touchpoints with the friction, take the required action, and improve the overall retail experience. To address this, we have put together a comprehensive guide that provides insights into common pain points in both digital and in-store retail experiences , providing actionable strategies to resolve them.

Retail 52

Retail Customer Feedback CX Social Media 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Callminer

AUGUST 6, 2019

Service is a big part. “As As you will certainly know, customer service is critical – but you need to ensure that your call center software has the best customer service ever. Speech/text analytics. Text analytics is used to scour textual interactions (e.g.,

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

SurveySensum

JANUARY 27, 2025

Take, for example, a retail brand with customers in the U.S., How satisfied are you with our customer service? Was our customer service as good as you expected? Keep them concise to ensure responses are clear and easier to analyze with text analytics tools. Spain, and Japan. But thats not all.

Text Analytics 52

Text Analytics Non-Profits Start-ups Actionable Insights 52

SurveySensum

APRIL 28, 2025

Brand Example: Dropbox amplified its customer base by promoting positive testimonials and reviews on landing pages and during its referral campaign. Improves Customer Service Like lifelong learning, there is no end to customer service improvement. They aim to capture the customers feedback.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

PeopleMetrics

MARCH 13, 2015

And the support teams—those that make it possible for the customer-facing departments to create customer loyalty and retention—well, they can feel invisible. One aspect of their Rags-to-Riches-to-Rags-to-Riches story that resonates most with me was when they put Customer Service Reps and Product Innovation employees on the same team.

Customer Experience 109

Customer Experience Close the Loop Net Promoter Score Voice of the Employee 109

PeopleMetrics

FEBRUARY 6, 2015

They engaged employees by creating new positions and changing existing roles—and, in a stroke of genius, they built teams that consisted of customer service and product-design associates. This was an attempt to re-focus the company on the customer, making the retailer the "consumer''s champion" once again.

Voice of the Employee 85

Voice of the Employee Customer Experience Net Promoter Score Text Analytics 85

Lumoa

JULY 10, 2018

Companies receive real time feedback in massive volumes, if they only start listening to their customers. Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. If the switching barriers are high, the customer experience investments don’t necessarily pay off.

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

SurveySensum

DECEMBER 4, 2024

For instance, a credit card company might have a different NPS score compared to retail banks or wealth management firms. Similarly, neo-banks can have different NPS due to their unique service model and younger customer base. Read more on NPS in retail ! Also, try to address customer concerns promptly and effectively.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Lumoa

NOVEMBER 29, 2021

Companies receive real-time feedback in massive volumes if they only start listening to their customers. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Emotions influence it.

Customer Experience 97

Customer Experience NPS Text Analytics Customer Satisfaction 97

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

DECEMBER 2, 2021

Any positive integer can be deemed to be a good NPS score since it indicates the overall positive sentiments of customers towards the business. So, what constitutes a good NPS score for the hospitality industry may not apply to the retail industry. They look for unique experiences in addition to great customer service.

Net Promoter Score 52

Net Promoter Score NPS Text Analytics Hospitality 52

DMG Consulting

JANUARY 29, 2021

Everything that could go virtual did, and the businesses that had this option were the lucky ones, unlike some of their peers in the entertainment and retail world. . After the pandemic is over, are you going to have some/all contact center/customer service employees work from home? Select all that apply). of the responses.

Contact Center 62

Contact Center Text Analytics Entertainment Finance 62

SurveySensum

OCTOBER 12, 2023

Some of the drawbacks include limitations to running two different surveys at the same time, the dashboard being too complex, issues with building reports, no options to automate reports, text analytics being difficult to understand, and many more. With InMoment you do get this feature but it is complex to understand and use.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

SurveySensum

MARCH 21, 2024

Use sources like surveys, interviews, social media analytics, and website analytics to collect information about demographics, behaviors, preferences, and challenges. For example , the retail company will create a highly detailed persona which can be along the lines of Zoe, who is a tech-savvy and socially conscious individual.

Social Media 52

Social Media Retail Text Analytics Construction 52

DMG Consulting

JUNE 11, 2019

IVAs are being deployed to support transactions in retail, healthcare, customer service, and innumerable other areas of business. Companies that transition to IVA technology are benefitting from an array of sophisticated AI-based capabilities and intelligent augmentation.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

SurveySensum

NOVEMBER 13, 2023

The tool allows you to create unlimited NPS, CSAT, CES , SSI, Onboarding , and other kinds of surveys, across different industries – Retail, B2B, SaaS, Automotive, and Insurance. It allows users to create custom dashboards for different users. It seamlessly integrates with third-party tools like Zapier.

Customer Experience 52

Customer Experience Text Analytics NPS Start-ups 52

SurveySensum

AUGUST 3, 2023

Moreover, its Text Analytics analyzes thousands of gathered feedback in one go and gives your top trends and sentiments to close the loop in time. They guide you on how to leverage the gathered insights to improve your customer experience journey. Access real-time reports and analytics for quick insights.

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Lumoa

SEPTEMBER 11, 2023

Having a customer experience strategy template helps companies formulate actionable plans that deliver results for both the customers and the business. Customer service is merely one aspect of a larger whole : Customer experience. Customer experience is not so insular.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

SEPTEMBER 11, 2023

Having a customer experience strategy template helps companies formulate actionable plans that deliver results for both the customers and the business. Customer service is merely one aspect of a larger whole : Customer experience. Customer experience is not so insular.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

SurveySensum

MARCH 3, 2022

Thematic is an AI-powered Text Analytics solution that analyses and extracts text from customer feedback. This voice of the customer tool evaluates the meaning of texts and classifies them into themes. Text Analytics for Robotic process automation. Text Analytics and Machine Learning.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SurveySensum

MAY 24, 2024

Qualtrics: Customer Service No tool is perfect! SurveySensum is a customer experience management tool that enables users to create, launch, and analyze effective CX surveys across industries like B2B, NBFC, automotive, retail, SaaS, etc. But with Qualtrics, the help often comes late. Source: G2 , April 13, 2022 3.

CX 52

CX Start-ups Actionable Insights Text Analytics 52

SurveySensum

AUGUST 28, 2024

H-E-B In a study conducted by Bond Brand Loyalty , H-E-B scored an 80% customer satisfaction mark, leaving behind well-known names in the food retailing industry like Walmart, Trader Joe’s, etc. The brand has adopted a community-centric approach to win over customers.

Customer Experience 52

Customer Experience Text Analytics Hospitality Hospitality 52

SurveySensum

MARCH 14, 2024

Customer satisfaction surveys gauge how satisfied customers are with your products, services, or overall interactions with the company. These surveys consist of a series of questions designed to assess various aspects of the customer experience , such as product quality, customer service, ease of use, and overall satisfaction.

Customer Satisfaction 52

Customer Satisfaction Text Analytics NPS Actionable Insights 52

SurveySensum

JUNE 15, 2023

Did you know that a whopping 75% of customers consider customer service as a key factor in their purchase decisions? It’s no wonder companies like Link Net , a telecommunication giant, have made it a top priority to boost their customer satisfaction scores. So, What is a Good CSAT Score?

Text Analytics 52

Text Analytics Customer Satisfaction Close the Loop Hospitality 52

SurveySensum

JULY 29, 2024

It allows you to differentiate your business from competitors by offering tailored solutions and personalized recommendations to your customers. It increases customer lifetime value by giving exceptional customer services, urging them to visit and repeat purchases. This way you can drive significant revenue growth.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score NPS Touchpoint 52

Retently

FEBRUARY 9, 2024

Hence, among the main areas for measuring satisfaction with customer service representatives are hold times, problem resolution effectiveness, and both knowledgeability and attitude of customer service representatives. If you’re in retail, questions might target product quality, variety, and the shopping experience.

Customer Feedback 95

Customer Feedback Net Promoter Score Customer Satisfaction NPS 95

SurveySensum

DECEMBER 13, 2024

Software Pricing Free trial or plan Customer Service and Support Review Score (As per G2) SurveySensum Starting at $99 per month Yes Free plan Live chat, webinars, emails, help docs, 24*7 support, and training for the free users One-on-One Consultation for paid users 4.7/5 24*7 customer support with a 2-hour SLA guaranteed.

E-commerce 52

E-commerce Text Analytics Start-ups Social Media 52

SurveySensum

MAY 31, 2024

This is one fine example of how AI is enhancing customer experience. These chatbots automate customer service by handling queries, resolving basic issues, and providing instant information 24/7 without human intervention. Segment Customers AI can help you deliver highly personalized customer experiences through segmentation.

AI 52

AI CX Customer Experience Sentiment Analysis 52

SurveySensum

MARCH 27, 2024

In order to enhance customer success and customer service, live chat platforms can be useful tools for gathering client feedback. Feedback Kiosks Feedback kiosks are physical stations strategically placed in locations such as retail stores, service centers, or public spaces to gather customer feedback.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

InteractionMetrics

SEPTEMBER 17, 2019

But is the point of the survey for customers to get good pricing? Or is it for the company to measure the quality of their customer service? Why ask your customers to take surveys if the data you collect fails to capture the facts? Text answers must be tagged, coded, and quantified, otherwise, key insights are lost.

Double-Barreled Question 45

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

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. High scores delighted them, so in the excitement they missed the silent grumbles of unhappy customers. Consequently, dissatisfied customers felt ignored and opted to switch to a competitor.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

SurveySensum

FEBRUARY 11, 2022

For example, customer service agents and business consultants. . When you have too many customer personas and a huge pool of audience, you really need to manage it. SurveySensum allows you to store, organize, and manage all the information about your customers easily. Text Analytics. Great value for money.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

SurveySensum

JANUARY 31, 2024

Elevate the experience with dedicated account managers, offering a single, personalized point of contact for heightened service. Well, there’s no better example of this than the global beauty retailer Sephora. That’s the power of top-notch customer service. Create bundles or packages that align with their preferences.

Gaming 52

Gaming Net Promoter Score Customer Satisfaction Social Media 52

SurveySensum

OCTOBER 17, 2023

Not only does it allow users to create NPS, CES, and CSAT surveys but also takes a step beyond with CSI and SSI, Onboarding, Feature Prioritization, Merchant Satisfaction, and other surveys as per the industries – Retail, B2B, SaaS, FinTech, Automotive, and Healthcare. Gather customer feedback in real-time.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

InteractionMetrics

SEPTEMBER 17, 2019

But is the point of the survey for customers to get good pricing? Or is it for the company to measure the quality of their customer service? Why ask your customers to take surveys if the data you collect fails to capture the facts? Text answers must be tagged, coded, and quantified, otherwise, key insights are lost.

Double-Barreled Question 40

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