Text AnalyticsConverting unstructured feedback into actionable insights
Accuracy in Analysis of Customer Verbatims
Decrease in Negative Customer Verbatims over 12 months
Positive to Negative Verbatim Ratio for Industry Leader
To excel in a customer-centric world, you need more insight than closed-ended surveys can provide. You need open-ended feedback from customers — in their own voices and own words. But extracting meaning from Voice of the Customer (VoC) input and converting it into actionable data is a complex process.
eTouchPoint’s unique text analytics platform uses both automated and human approaches to provide the most accurate analysis available in the marketplace. Our clients use this high-value output to identify emerging trends, feedback themes, and customer sentiments.
Industry-unique approach that transforms any verbatim into actionable data
Capturing unstructured and open-ended feedback is easy, converting it into meaningful insights is not.
- Integrating human and automated approaches to accurately identify customer sentiments and themes
- Capturing and analyzing feedback via IVR, email/web, SMS, and kiosk surveys
- Utilizing proven data mining methods to identify emerging trends and capitalize on opportunities
Fully Integrated Text Analytics and CX Reporting
Recognize patterns and trends with scorecards that highlight key drivers, categories and ratios in unstructured feedback.
- Gain powerful, actionable insight into customer perceptions and quickly uncover root causes of latent negative sentiment
- Tag negative verbatims as actionable alerts for customer follow-up
- View customer verbatims, sentiments, and categories side by side with survey results or alerts for coaching
- View or filter customer verbatims by sentiment, category, alert, or employee
Multi-channel insight ensures all customer segments are heard
- Gather customer verbatims via IVR, Web, Email and/or SMS for comprehensive customer insights
- Analyze verbatims by demographic segments or customer channel, empowering new levels of customer insight
- Customer verbatims from all channels seamlessly integrate into eTouchPoint CX reports
Industry Leading Approach to Text Analytics
Unlock the full power of customers’ unstructured feedback with the only CX solution offering a 99% text analytics accuracy rate.
- One-of-a-kind human and automated approaches ensure contextual and data accuracy
- Leverage highly customizable sentiment rating, categorization, and alert options
- Access a team of native American and trained communication experts
- Identify communications nuances, such as word choice, voice tone & inflect
Empowering CEX excellence!
Listen. Learn. Evolve.
Simply capturing customer input is not enough. Companies need detailed, highly accurate, analytics of unstructured customer comments to distill the full truth of how the business and employees are performing. Our clients trust our 15+ years of CEM experience to guide them when searching to discover feedback trends, organizational improvements and service issues.