Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. If you want to satisfy—or dare I say, delight—your customers, you need to understand their wants and needs. Careful and well-implemented text analytics can easily reveal dozens of improvement ideas.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

Hodusoft

APRIL 21, 2025

Contact Center Software Trends 2025 For Better Customer Service The best today is not going to be good enough tomorrow. Still, these contact center software trends point to making life easier for contact centers and helping them to serve customers better and faster. It is nothing dramatic but something evolutionary.

Contact Center 52

Contact Center Customer Service Social Media Artificial Intelligence 52

CX Accelerator

JANUARY 7, 2019

Imagine you’re on a company’s website and are searching through their knowledge base for an answer to a question before contacting customer service. Here’s an example from the text analytics world. He is an avid learner, and is constantly giving back to the CX and Customer Service community through his writings.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

SurveySensum

MARCH 26, 2025

But doesnt it sound similar to text analysis? Text Mining vs. Text Analytics Whats the Difference? Heres how text mining and text analytics are different from each other. For instance, companies use text analytics to monitor social media sentiment and adjust their marketing strategies accordingly.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 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

PeopleMetrics

MARCH 25, 2025

Customer service reps. Yes, AI can help with surfacing root causes faster through text analytics and pattern recognition. But here's the next big question: Once youve identified the root cause how do you solve it? Spoiler alert: you dont do it alone! Frontline associates. Back-office staff. They see things you dont.

AI 62

AI VOC Text Analytics Gaming 62

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Text Analytics 48

Text Analytics Sentiment Analysis Contact Center Gaming 48

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

SurveySensum

OCTOBER 17, 2024

Here is why customer feedback analytics is very important for a business: 1. Improves Customer Experience By studying feedback, companies can spot areas of concern and improve customer service. Knowing what makes customers satisfied or unhappy can help tailor their services to meet their needs.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 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

SurveySensum

OCTOBER 16, 2024

By asking the right business survey questions, you get valuable insights into customer satisfaction , product performance, and overall business operations. You can ask questions about customer service, product quality, pricing, or even future needs. And customer service survey questions can help you get there.

Text Analytics 52

Text Analytics Customer Loyalty Customer Satisfaction Customer Service 52

SurveySensum

APRIL 11, 2025

For example, if you want to improve your CSAT , first make a list of all the possible factors that affect customer satisfaction, like pricing, product reliability, etc. Then, analyze customer feedback with text analytics to find recurring themes. Is it the low retention rate or the surge in cart abandonment?

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

SurveySensum

FEBRUARY 6, 2025

Survey Creation and Customization Qualtrics : It offers extensive customization options that can be overwhelming for users who are looking for a straightforward approach. Also, if you want to manage more advanced and complex surveys, you need to contact customer service agents to figure out the interface.

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

Customer Service Life

NOVEMBER 10, 2022

Customers blast the company on social media because of some failure of the product or service. An analyst reviews trends using speech or text analytics software discovering many support tickets about the same issue. The phone or ticket queue is triple its normal size — a clear indicator of a larger problem.

Contact Center 132

Contact Center Text Analytics Engineering Social Media 132

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

Lumoa

FEBRUARY 7, 2023

A customer mentions during a service call that they’ve had trouble finding the new permissions settings in their account dashboard. While canceling their account, a customer indicates that “customer service” was the main reason they are leaving. Customize your brand to better align with your customers’ needs.

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

Callminer

JULY 15, 2019

Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Lumoa

APRIL 3, 2018

According to the same research, at least 66% of customers trust other consumer opinions posted online and according to another research , 58% of consumers said they have recently (within the past five years) began leaving more and more online reviews based upon customer service. The question is, how can you measure it?

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

SurveySensum

JANUARY 27, 2025

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. What improvements would you like to see in our service? Heres an example of a question you should ask.

Text Analytics 52

Text Analytics Non-Profits Start-ups Actionable Insights 52

SurveySensum

JANUARY 20, 2025

Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. It is part of a great umbrella of text mining called text analysis. What is Sentiment Analysis? But not everything is without some drawbacks, right?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Lumoa

JANUARY 31, 2023

It could be your customer experience team, it could be the top management… In fact, all the departments should work together to be able to influence the customer experience. Customer service is not a department, it’s everyone’s job. Enhance customer-centric culture A customer-centric culture is not born in one day.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

SurveySensum

FEBRUARY 13, 2025

With SurveySensum leverage advanced sentiment analysis and text analytics to instantly decode customer emotions and pinpoint the key drivers behind your NPS score! Improve your Net Promoter Score with NPS text analytics ! If you promised something to your customer, deliver on it!

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

SurveySensum

JUNE 13, 2021

Social listening is observing the mentions, likes, shares, and other interactions that customers and target audiences do online with your brand. It gives a window into the unfiltered view that customers have about your brand, its products, and customer service. .

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

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

Customer Service Life

AUGUST 26, 2019

My latest review of the updates and technologies I’ve seen over the past quarter covers a variety of areas including quality assurance and speech and text analytics, news from Zendesk and Freshworks, and some vendors to consider if emerging messaging channels are key to your customer engagement strategy in the coming months.

Technology 76

Technology Technology Text Analytics Contact Center 76

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. Before that, What is Customer Service in Retail?

Retail 52

Retail Customer Service E-commerce Social Media 52

PeopleMetrics

MARCH 13, 2015

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 Service reps knew, because customers were telling them so, that parents didn''t want toys that were easy for kids to build.

Customer Experience 109

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

Lumoa

FEBRUARY 20, 2018

It could be your customer experience team, it could be the top management. In fact, all the departments should work together to be able to influence the customer experience. Customer service is not a department, it’s everyone’s job. In a successful organization, everyone participates in the customer experience management.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

Fonolo

NOVEMBER 11, 2022

Set against the backdrop of global labor shortages and increased importance placed on customer service, call center agents find their status rising. . In this business model, no customer support means no sales. . It’s one of several positive trends we’ve seen emerge from the cultural change wrought by COVID. Did we say happy?

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Callminer

FEBRUARY 27, 2019

We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. Implement the technology possible to listen to your customers in real-time. Customer perceived quality and above-average customer service have been proven time and again to be leading drivers of business success.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

DMG Consulting

NOVEMBER 13, 2017

Question: Our contact center agents in customer service and technical support are being asked to up-sell and cross-sell. Answer: Agents in traditionally “non-sales” contact center roles are frequently asked to sell, due to evolving customer experience standards.

Contact Center 48

Contact Center Text Analytics Customer Service Sales 48

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. Emotions influence it.

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

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.

Voice of the Employee 85

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

SurveySensum

FEBRUARY 7, 2025

SurveySensums NPS survey dashboard identifies the key drivers behind your NPS score, such as customer service quality, product satisfaction, or delivery times. The dashboard also tracks response rates, trends over time, and completion metrics, providing a clear picture of how your customer satisfaction is evolving.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

DMG Consulting

JUNE 3, 2017

Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. To be able to capture insights about what it’s really like to transact business with your company? To continue reading, download the PDF by registering below: DOWNLOAD.

Text Analytics 48

Text Analytics Customer Experience Sales CX 48

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