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Why Text Analytics

Leverage Voice of Customer to Gain Actionable Insights

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Your customers are not just willing to tell you what they want, they ARE telling you.  Whether responding to a survey question, posting a social update or talking to customer service, they are sharing what they need, want, like and don’t like in their own words on their own time.  Leading companies capitalize on customer feedback via text analytics technologies to drive continuous improvement, innovation, customer satisfaction and loyalty.

Customer Sentiment Analysis – spot trends in data

Text analytics can help pinpoint with greater specificity not only the shifts in sentiment and satisfaction over time and across locations, but also the key reasons for the shifts.  Is there one bad apple in your customer service area? Do you have a policy innovation somewhere that should be replicated?  How will you know, if you don’t know WHY service was “good” or “bad”? Analyze your feedback to find out.

Innovation – uncover new product ideas

Discover the next features and benefits your customers will thank you for! Text analytics can cull innovation ideas from unstructured comments that would otherwise be buried in the survey archives or skewed by the heuristics of structured survey results.

Continuous Improvement – identify operational issues

You can improve your operations using text analytics as a guide to operational outliers that might signal an issue, like one real-life customer of Ascribe, who found that an out-of-date price sheet at one location was driving significant negative feedback and customer dissatisfaction.

Ascribe Connector

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In addition to Ascribe Surveys with Google powered sampling, we provide seamless integration with all of the top survey platforms to pull your data into our cloud-based platform to begin extracting actionable insights immediately.

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