Text Analytics

Converting 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

The Challenge

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.

Our Solution

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.

Customer Insight

at the Speed of Now Let's Talk




CX Conversation: Accelerate Your CX Program in 2018 Jan 8, 2018
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Expert tips for crafting better CX Surveys read more

Fortune 500 leaders know us as a flexible and knowledgeable business partner. They cite our passion for exceptional service, deep expertise, and innovative approaches as key reasons they rely on us—year after year. Plus, we assign a dedicated account management team to each client engagement. That means your CX program gains multiple CX experts who understand your needs and can adapt eTouchPoint to achieve your goals.

sales@etouchpoint.com support@etouchpoint.com

(877) 8.eTOUCH (877) 838.6824


[Video] How an Energy Leader Built a Superior Customer Experience Nov 16, 2017
eTouchPoint featured in WE Magazine  read more

How a Leading Utility Modernized Customer Feedback Gathering Oct 25, 2017 
Join us on November 14 at 11 AM ET / 8 AM PT read more





sales@etouchpoint.com support@etouchpoint.com

(877) 8.eTOUCH (877) 838.6824