Confirmit

JUNE 10, 2018

Open-ended survey responses and free-form text stored in business systems and on social media promise a wealth of insight into consumer opinions. Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text.

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

Lumoa

FEBRUARY 7, 2023

Social Media : even if you aren’t listening, customers will be talking about you on social media and other websites. With the help of voice and text analytics, the data analysis process is made even easier. You also have more control over which customers are invited to respond, so you can be very specific.

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. social media You might be wondering why social media is on the list. Social media is a powerful tool when it comes to customer experience. It's simple.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

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

DMG Consulting

OCTOBER 16, 2018

Here are some suggestions: Speech/text analytics – use contact center analytics technology to fill survey gaps. Speech and text analytics can mine customer interactions from all voice and digital channels to capture the voice of the customer (VoC), without any effort on the customer’s part.

Customer Satisfaction 67

Customer Satisfaction Text Analytics Social Media VOC 67

Callminer

FEBRUARY 27, 2019

Save your reputation by keeping an eye on social media. Social media has made negative experiences much more dangerous for companies as the reach of criticism is magnified. They usually include reviews, statistical surveying, complaints and mentions from social media. demographics) and implicit (i.e.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

SurveySensum

JUNE 13, 2021

Tune into Social Listening. Social media is the new front page of the internet. This is why it is necessary to tune into social listening. . In fact, social listening gives you a quick look at customers who have given negative reviews on your official handles.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

CX Journey

MAY 20, 2015

The answer: get yourself a great text mining or text analytics tool. In its simplest form, text analytics tools turn your qualitative data into quantitative data, thereby allowing you to use that data for cross-tabbing, filtering, and a variety of other analytical approaches.

Unstructured Data 64

Unstructured Data Text Analytics Social Media Customer Feedback 64

Callminer

AUGUST 6, 2019

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. SMS text, live chat and email), contact center software has evolved to enable agents to interact via these additional channels. Social media. Speech/text analytics.

Contact Center 140

Contact Center VOC Social Media AI 140

SurveySensum

OCTOBER 17, 2024

73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! This is where customer feedback analytics solutions come in. Customer feedback analytics is the process of gathering, analyzing, and interpreting customer feedback.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Close the Loop 52

DMG Consulting

JULY 16, 2019

A major challenge facing contact centers is that there is an increasing variety of interaction types, and they are coming from a growing number of channels, including calls, emails, tweets, SMS, chat, social media, and more. While many companies perform QM on their calls, too few apply this practice to other channels.

Text Analytics 69

Text Analytics Contact Center Artificial Intelligence Social Media 69

Lumoa

APRIL 13, 2020

Organizations often collect customer feedback from multiple sources such as social media, emails, chat, surveys or reviews. When you want to generate insights from voice data the first thing you need to do is to transcribe the audio into text. What is voice feedback? This technology simply turns spoken words into written words.

Text Analytics 78

Text Analytics Artificial Intelligence Machine Learning Social Media 78

Lumoa

JANUARY 31, 2023

Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business. Ask promoters to leave public feedback: to write a review or share their experience on social media. Some also simply ignored it or analyzed a small sample of all the feedback.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. Comments This field is for validation purposes and should be left unchanged. By Donna Fluss.

Sales 72

Sales Contact Center Text Analytics Social Media 72

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

Lumoa

FEBRUARY 20, 2018

Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business. Ask promoters to leave public feedback: to write a review or share their experience in social media. Some also simply ignored it or analyzed a small sample of all the feedback.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. social media You might be wondering why social media is on the list. Social media is a powerful tool when it comes to customer experience. It's simple.

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

Lumoa

SEPTEMBER 10, 2018

In the era of internet and social media the expected response time has shrunk dramatically. Use text analytics (find out more about text analytics here ) in order to prioritize and decide on improvements in timely manner. The key is timing.

Customer Feedback 68

Customer Feedback Text Analytics Close the Loop Hospitality 68

Lumoa

JANUARY 7, 2021

This isn’t the right time to send a survey, since you’ve had very little contact with these customers, but you can analyze comments made on social media or offer a feedback widget on your website. Best survey: Focus on public comments and social media or website feedback widgets.

Touchpoint 78

Touchpoint Customer Journey Map Social Media Text Analytics 78

SurveySensum

SEPTEMBER 19, 2024

Text Analytics : So, you have gathered the data via surveys, what’s next? Don’t ask Zykrr because the tool lacks robust text analytics software, restricting you from deriving actionable insights from open-ended feedback. Among all the alternatives, SurveySensum stands out the most.

Customer Feedback 52

Customer Feedback Text Analytics Sentiment Analysis Social Media 52

Confirmit

JUNE 25, 2017

Our packed events program continues apace and last week the Confirmit team hosted over 50 Market Research professionals at the beautiful ME hotel in central London to talk social listening, text analytics and the evolution of our old friend, the survey. The event, titled “ Mind Your Language!

Social Listening 45

Social Listening Text Analytics Social Media Retail 45

Lumoa

SEPTEMBER 8, 2021

Next-generation CEM platforms allow you to listen in to social media posts, track that exasperated tone during an onboarding call, and analyze the chat content of a support conversation. You will reap more benefits from using text analytics on your open-ended responses than from collecting numerical, in-actionable scores.

Customer Experience Management 78

Customer Experience Management CEM Customer Experience CX 78

Lumoa

MARCH 6, 2023

This feedback could come from questions posed to customer support, reviews left on social media, or surveys answered by your most valued customers. So when trying to consolidate and understand customer conversations, it isn’t a bad idea to consider using tools like sentiment analysis or text analytics.

Sentiment Analysis 78

Sentiment Analysis Text Analytics Innovation Social Media 78

Lumoa

MARCH 6, 2023

This feedback could come from questions posed to customer support, reviews left on social media, or surveys answered by your most valued customers. So when trying to consolidate and understand customer conversations, it isn’t a bad idea to consider using tools like sentiment analysis or text analytics.

Sentiment Analysis 78

Sentiment Analysis Text Analytics Innovation Social Media 78

DMG Consulting

FEBRUARY 25, 2019

The future of this process is analytics-enabled QM (AQM). Speech and text analytics are used to listen to/read customer interactions and provide feedback to the enterprise (general trends) and agents (what they do right and how to improve). This iframe contains the logic required to handle Ajax powered Gravity Forms.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

DMG Consulting

MAY 25, 2018

It doesn’t make sense to perform quality assurance (QA) only on calls when the contact center supports emails, chat, SMS and social media, as well. A great way to address both of these issues is to transition to analytics-enabled QA (AQA). The same concept applies to quality assurance in a contact center.

Contact Center 48

Contact Center Social Media Text Analytics Gaming 48

Confirmit

MARCH 5, 2017

Confirmit Genius™ incorporates Text Analytics and Social Analytics, and enables you to find the nuggets of insight that will give you a competitive edge. Confirmit Genius employs state-of-the-art statistical analysis techniques for analyzing items of text (such as survey verbatims, social media posts, etc.)

Sentiment Analysis 40

Sentiment Analysis Text Analytics Social Media Voice of the Employee 40

SurveySensum

DECEMBER 4, 2023

They’re not just sending emails or making phone calls; they’re reaching out on social media, leaving reviews, and using various channels to connect with you. Well, tools like ‘SurveySensum’s Text Analytics ’ are the key here! The answer is clear – your customers are everywhere.

Customer Feedback 52

Customer Feedback Text Analytics Net Promoter Score Social Media 52

DMG Consulting

MARCH 1, 2019

ANALYTICS, AI, AND RPA. Enterprises need interaction analytics (speech and text analytics) to help them analyze customer conversations that take place in the contact center and, increasingly, other departments. Comments This field is for validation purposes and should be left unchanged.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

PeopleMetrics

JANUARY 10, 2018

Customer Experience programs have become “table stakes” for enterprises looking to reduce customer churn and increase revenues through customer referrals and promoting their brand through word of mouth and social media posts. Let your CEM software parse through open-ends and, through text analytics, summarize the volunteers’ sentiment.

CEM 74

CEM Close the Loop Text Analytics Social Media 74

Lumoa

JANUARY 11, 2022

Analyze any type of feedback such as NPS, CSAT, CES, or open text. Analyze feedback from any source; surveys, chat, reviews, Social media, phone calls, etc. Analyze feedback in more than 60+ languages. Unlimited users Offers free trials Read more: Lumoa.me

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

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. Even social media data can be imported for analysis, providing businesses with unparalleled insights into their online reputation and informing important business decisions.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

Another area where Siemens is focused on innovation is text analytics. With text analytics and real-time alerts, their teams always have up-to-date information most pertinent to them at the right time. Take a look at the case study to find out more. If that inspires you (and how can it not?),

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

Another area where Siemens is focused on innovation is text analytics. With text analytics and real-time alerts, their teams always have up-to-date information most pertinent to them at the right time. Take a look at the case study to find out more. If that inspires you (and how can it not?),

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

DMG Consulting

MARCH 12, 2018

At a minimum, SMB contact centers should use the following: Recording – a multi-channel platform that handles 100% recording of: audio (calls), screens (servicing applications, email, chat, short message service (SMS)/text, social media, etc.)

Contact Center 48

Contact Center Text Analytics VOC Social Media 48

SurveySensum

OCTOBER 29, 2024

It Enables Omnichannel Analytics : In this digital world, customer feedback is not gathered in a traditional manner anymore. For example , you can use text analytics to automate the task of processing and analyzing thousands of customer feedback related to your delivery experience and notice a recurring pain point around late deliveries.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 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. and “Which social media platforms do you use to shop?” Now that you know the importance of Customer Personas, why wait?

Social Media 52

Social Media Retail Text Analytics Construction 52