Category Archives: Voice of the Customer (VoC)

Posts about Voice of the Customer (VoC)

Use case: VoC program for retail

Voice of the Customer (VoC) programs have become an established path for retailers to deliver enhanced customer experiences.

Consumer behavior, nevertheless, is always changing. Retailers are rarely able to anticipate these behavioral changes or adapt quickly enough to preserve or grow their market share.

In 2018, a regional supermarket brand with over 800 hundred stores wanted to understand customer experience at every touchpoint in order to identify potential areas of customer frustration.

The company undertook a strategic Voice of the Customer (VoC) program with the aim of systematically and consistently capturing insights from the customer experience.

The program is still running. It comprises of around 23,000 surveys per month, completed by customers at various branches of the supermarket chain.

In retail, listening to the Voice of the Customer to identify the strengths and weaknesses of business is fundamental. Competition is fierce. Given that the scale of information to be analyzed is immense, the company decided to work with MeaningCloud to process the literal answers to the open-ended questions of the surveys, so they need not worry about the amount or the time needed to process them.
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Introducing the Demo for VoC Retail

Illustration showing a group of shops. Voc Retail

At MeaningCloud, we know how important unstructured data is for  Voice of the Customer Analysis; so we’ve defined a model that will allow you to characterize any feedback, focusing on the retail domain, in detail that you receive from your customers.

Our experience in Voice of the Customer Analysis has shown us that to obtain useful results when consolidating or reorienting a business strategy the detection of peculiarities of a specific domain is vital, as much in a linguistic way as a conceptual way, taking into account the identifying characteristics of the brand to be analyzed. For this reason, we have not only developed an analysis model focused on the retail trade, but we have also adapted analytical tools towards the sale of groceries, personal care and homecare in the retail sector.

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Contact center: 6 ways to leverage text and speech analytics

Contact center. Ilustration

At contact centers, text analytics technology provides an unprecedented opportunity to convert customer interactions into business opportunities. We can improve customer experience, boost sales, reduce customer churn and streamline the efficiency of the processes.

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Are you listening to the Voice of the Customer?

Voice of the Customer

“Your most unhappy customers are your greatest source of learning.” Bill Gates

In a widely digitalized market, open to all and undoubtedly more accelerated than just a decade ago, quickly identifying customer complaints and needs is key to preserve a company’s competitiveness within its industry. Technological democratization has provided users with skills and tools that not only turn the product but also many other aspects into an experience. If after several years of investment and development, your product has come to position itself among the best in the market, does it make sense for a poorly designed purchasing process to threaten the conviction of potential customers that you are worth choosing?

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MeaningCloud Release: VoC vertical pack upgrade

In the latest MeaningCloud update, we have published a new upgrade for our Voice of the Customer vertical pack. This update has two significant changes:

  • We’ve added a new domain to the four we already supported: telecommunications. This domain is huge and has a vast amount of unstructured data available and ready to be analyzed. You can check out the categories for this new model in the documentation.
  • We’ve refactored the models we already provided. Most of this refactorization has been done under-the-hood, but there are some categories that have changed names, either to give a more intuitive idea of what they refer to or to narrow down the criteria.
MeaningCloud release

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Recorded webinar: Vertical Packs, VoC, VoE

Thank you all for your interest in our webinar “MeaningCloud Vertical Packs: the Fastest Way to Benefit from Text Analytics” that we delivered last December 20th, where we explained how to customize text analytics with only one click  and we presented our  Packs for the analysis of the Voice of the Customer and the Voice of the Employee.

During the session we covered these items:

  • Introduction to text analytics and MeaningCloud.
  • Why Vertical Packs? How they create value.
  • What are the components of Vertical Packs: models, APIs, integrations.
  • Available Packs: Voice of the Customer, Voice of the Employee.
  • Case study: analysis of the Voice of the Customer.
  • Coming developments: product roadmap

IMPORTANT: this article is a tutorial based on the demonstration that we delived and that includes the data to analyze and the results of the analysis.

Interested? Here you have the presentation and the recording of the webinar.

(También presentamos este webinar en español. Tenéis la grabación aquí.)
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Voice of the Customer in Excel: creating a dashboard

Excel spreadsheets are still one of the most extended ways of working with big collections of data, especially among non-technical users. Two of our Vertical Packs, Voice of the Customer and Voice of the Employee, are particularly useful for typically non-technical teams, which can now carry out their analyses easily with our last Excel integration.

In this tutorial, we are going to show you how to use the add-in provided in the Voice of the Customer Vertical Pack, how to carry out a VoC analysis, and how to work with its output by creating a dashboard like the one on the right. Working with the Voice of the Employee Pack would follow a similar pattern.

[This post was last updated in February 2019 to include the updated ontology.]

dashboard general

A practical case

Let us imagine we work for a market research department or agency interested in analyzing the Insurance industry. Customer comments in forums and social networks constitute an extremely valuable source of spontaneous information about their opinions about insurance providers.
We are going to focus specifically on auto insurance reviews extracted from ConsumerAffairs, a website that collects reviews from several domains.

The reviews we are going to use have been extracted from the top five companies in the Auto Insurance section: for each one of them we’ve picked ten items. You can download here the Excel spreadsheet we will be working on. It contains a single sheet where we have included two columns: one with the selected reviews, and another with the name of the company they refer to.

As we have mentioned, for this tutorial we are going to use our Vertical Pack for Voice of the Customer analysis. Vertical Packs are a combination of preconfigured models or dictionaries, powerful APIs and specific add-ins for Excel that enable you to adapt text analytics to your domain with only one click. Just by registering at MeaningCloud, you have a 30-day trial for all Vertical Packs available. The trial starts the moment you first analyze a text, so users that have been using MeaningCloud for a while will also be able to try it out.

To get started, you need to register at MeaningCloud (if you haven’t already), request access to the Voice of the Customer pack and download and install the VoC Excel add-in on your computer. Here you can read a detailed step by step guide to the process.

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Accelerate text analytics’ time-to-benefit with our Vertical Packs

At MeaningCloud we have published our first Vertical Packs.

Our goal for them is to provide you with the fastest and least costly and risky way to make your text analytics initiatives profitable.

Preconfigured models and dictionaries

Usually one of the main costs of text analytics projects lies in building the models and dictionaries needed to adapt the tools to each application scenario, and at MeaningCloud we have always made it very easy thanks to the customization tools that the product includes.

But for those who do not have the resources to carry out this adaptation, the Vertical Packs give it to you already prepared for a set of scenarios. The Packs consist of a series of pre-prepared resources (dictionaries, deep categorization models, and sentiment models) focused on a series of typical scenarios (analysis of the Voice of the Customer, the Voice of the Employee, etc.) ready for immediate use and that provide analyses with an increased precision, recall, and relevance in these applications.

Use them from our add-ins for Excel

To make it easier to leverage the Vertical Packs, we have made them accessible through new add-ins for Excel, with support for the most useful operations, models, and analysis in each vertical.

Add-in for Excel

If you work for Marketing, Customer Support, or Human Resources and have thousands of comments from your customers or employees to analyze, sign up to MeaningCloud, download the corresponding add-in for Excel, paste your verbatims in a spreadsheet, press the relevant MeaningCloud button, and you will see how your comments are automatically tagged with meaningful categories for the analysis of the Voice of the Customer or the Employee.

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MeaningCloud Release: new add-ins for Excel

In the last MeaningCloud release we presented our new Deep Categorization API, a new Premium API that gives us access to two of our new vertical packs: Voice of the Customer and Voice of the Employee.

We also know that many of the target users of these functionality may not be necessarily know how to code, so with that in mind, in this latest release we are publishing two new add-ins, one for each vertical pack:

Both add-ins provide an integration with the Deep Categorization API, but focus on giving a more user-friendly approach for the analysis each one of them provides.

MeaningCloud release

The add-ins are adapted so anyone can obtain the analysis they want with just a few clicks, without worrying about API parameters or leaving the environment where they have the data to analyze.

This release also contains minor security updates as well as bug fixes in our core engines.

If you have any questions or just want to talk to us, we are always available at support@meaningcloud.com!