Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? Text analytics helps in understanding the feedback. Basic text analytics is helpful, but it is not enough.

Text Analytics 114

Text Analytics Sentiment Analysis NPS Net Promoter Score 114

SurveySensum

FEBRUARY 24, 2025

While both deal with analyzing text, they serve different purposes. First, What is Text Analytics? Text analysis , also known as text mining, is the process of extracting useful information from unstructured text data. But whats the difference between the two? Arent they basically the same thing?

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

SurveySensum

MARCH 10, 2025

Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty. With the right text analytics software. What is Conversation Analytics? Your customers are talking – are you listening? Lets find out how!

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Lumoa

FEBRUARY 9, 2023

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. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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

SurveySensum

APRIL 16, 2025

Customer Service Experience Surveys Have you ever questioned whether your support team is truly resolving customer issues or merely fulfilling administrative tasks? CRM Survey Questions for Customer Service Feedback Did our team resolve your issue today? What could we have done better to assist you?

CRM 52

CRM Customer Feedback NPS Touchpoint 52

Lumoa

FEBRUARY 16, 2023

They will also help you train your customer service reps in de-escalation. Insights from data analytics can help create new product designs or services. Data can also inform pricing strategies for a better return on investment. Always Respond to VoC You want all customers to feel appreciated and valued.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88