Text AnalyticsImprove customer experience
Capitalize on unstructured data
Over 80% of the data collected, even in Customer Experience Management, is unstructured, and therefore not capitalized on.
The problem isn’t the lack of data, available from surveys, contact centers, online chats, social media feeds but rather that it is not readily available to help business leaders improve their decision process.
Unstructured data is found in everyday language and often noted by their incorrect spelling, lack of punctuation and so more difficult to analyse. Anyone using CRM will no doubt have encountered emails or social media comments, which have underlying emotions, thoughts and tones. These cannot be ignored. Smart language-based technologies give managers the opportunity to transform customer interaction into analytical data.
Voice of Customer Analytics
In today’s market, Customer Experience is a competitive point that makes the difference: 55% of customers are ready to pay more to have a better experience. To keep themselves up-to-date, companies must listen and react to their customer’s needs, regardless of the source – structured or unstructured.
We’ve helped hundreds of managers who have faced this latest challenge, helping them achieve their ambitious goals also applying Net Promoter Score:
- Identifying the drivers of satisfaction or of dissatisfaction
- Improving customer satisfaction
- Reducing churn and improving customer retention
- Defining actionable insights to improve business processes
- Reducing operational costs
- Developing a customer-centric approach
How can we help you develop your own customer experience program?
CELI has extensive knowledge of the sector and gained technical expertise by working side by side with companies to develop their knowledge and create winning strategies which now allow them to attract, develop and retain customers. We look customers from the outside-in, turning everyday information into useful data which helps companies make the right decisions. We convert language into knowledge and ROI (Return On Investment).
CELI integrates its semantic technology on the main ticketing platforms, CRM e CFM (Customer Feedback Management) in order to add a layer of semantic analysis to contact centre transactions and the collection of customer multi-channel information.
Language analysis allows us to supply:
- Lists of customers most frequent requests
- Alerting to set concepts that tend to repeat
- Real-time problems’ identification that require immediate action
- Customer sentiment and opinion definition
- Feedback automatic classification into actionable categories
Semantic technology can, in addition to the above, be integrated in sites’ FAQ and self –service options to customers, thus making information access even more efficient and enhancing the user experience.