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 102

CX Healthcare Text Analytics AI 102

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 107

Net Promoter Score Customer Experience CEM B2C 107

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 126

Net Promoter Score NPS Touchpoint Text Analytics 126

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 141

Customer Experience NPS Touchpoint Net Promoter Score 141

Retently

SEPTEMBER 12, 2018

Text analytics can be applied to NPS responses to help uncover valuable insights by: Grouping comments into general themes to identify common customer pain points and thus, help you understand how to improve their experience.

Customer Feedback 110

Customer Feedback NPS Machine Learning Text Analytics 110

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

NOVEMBER 11, 2021

We will tell you why this is happening and introduce some of the best Qualtrics alternatives, along with their main features, pros, cons, and pricing. . Here are the main reasons why it is the right time to look for a Qualtrics competitor. . Text Analytics. Text Analytics. The Merger! Not user-friendly.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

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 Voice of the Customer 61

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

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 Machine Learning Predictive Analytics 48

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 Artificial Intelligence 140

Lumoa

MAY 16, 2024

Here, I’m going to use Lumoa text analytics engine as a real-life example, of using booktest to develop a complex machine learning system and assure its quality. Here, Lumoa provides text analytics services for numerous stakeholders like customer insights professionals and — also — for product teams.

Machine Learning 78

Machine Learning ML Engineering Text Analytics 78

DMG Consulting

OCTOBER 10, 2022

Outlook for Interaction Analytics. Interaction (speech and text) analytics is celebrating its 20 th year in the commercial market. While we talk a great deal about interaction analytics, the majority of “interaction” analytics used in contact centers today is still just speech analytics.

Outlook 48

Outlook Text Analytics Contact Center Engineering 48

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 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

SEPTEMBER 10, 2024

You can ask the follow-up questions to dive into what’s holding them back from becoming promoters and what improvements you can make to enhance their experience: Questions To Ask: What do you think is the main reason you rated us a 7 or 8? What could we do to turn your experience from good to great?

NPS 52

NPS Net Promoter Score Text Analytics Actionable Insights 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 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

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

SurveySensum

SEPTEMBER 16, 2024

Add Follow-Up Questions: Always include a follow-up question after the main survey. And, its AI Text Analytics software analyzes NPS responses , offering you deeper insights into user sentiment and feedback to drive your product forward and keep your users satisfied.

NPS 52

NPS Text Analytics Touchpoint Start-ups 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 60

Customer Experience Pharmaceutical NPS Text Analytics 60

SurveySensum

DECEMBER 4, 2024

Reasons Why You Should Measure NPS in Banking and Other Financial Services Following are some of the main reasons you should measure NPS in banking industry and other financial services. Use text analytics to understand common themes in customer comments. Strategy: Implement a robust system for analyzing NPS feedback.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

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

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Fast forward to 2025, and weve entered a new era of text analytics. The main course was fine, but the dessert was to die for. The Bottom Line Text analytics has come a long way since 2017.

Text Analytics 118

Text Analytics Machine Learning VOC AI 118

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

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

Retently

JANUARY 13, 2019

Fortunately, there are several automated text analysis solutions, like MonkeyLearn or Thematic , enabling you to process high volumes of NPS responses automatically, and ensure consistent tagging criteria, round the clock. Understand the Net Promoter Score Analysis.

NPS 72

NPS Net Promoter Score Sentiment Analysis Customer Satisfaction 72

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 78

Customer Experience Net Promoter Score NPS Start-ups 78

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 78

Customer Experience Net Promoter Score NPS Start-ups 78

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

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

OCTOBER 3, 2024

Best Features AI-driven text analytics for in-depth feedback analysis. SurveySensum offers a comprehensive solution for collecting and analyzing gathered feedback in real-time with robust AI Text Analytics software effectively Get a Live Demo Free Forever • No Feature Limitation • No Credit Card Required • Sign Up For Free

Engineering 52

Engineering Text Analytics Start-ups Touchpoint 52

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

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

SurveySensum

AUGUST 22, 2024

There are majorly two main rules of the HIPAA Act, Privacy Rule : This defines what constitutes PHI and limits the access, use, and disclosure of the data without the patient’s consent. The HIPAA Act set out strict guidelines on who can access, share, and store protected health information (PHI), with severe penalties for violations.

Healthcare 52

Healthcare Legal Compliance Start-ups 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

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 78

Customer Feedback VOC Net Promoter Score NPS 78