Distill customer insights from interactions with clients
Easily incorporate unstructured and spontaneous comments to the analysis of the Voice of the Customer
The range, the immediacy and the "emotional" aspect of new channels (e.g., social media) make them an impressive source of raw materials for obtaining valuable insights and managing customer experience (CX).
Our vision at MeaningCloud is that VoC initiatives can benefit from the massive and quick treatment of unstructured information provided by text mining and sentiment analysis technologies. Currently, semantic analysis software tools enable to extract the meaning of all the company's interactions with its customers and markets. Thus, conversations by email, phone and social media can add to the equation of the analysis of the VoC and the management of customer experience, to bring all their range and spontaneity. Among other applications, these tools enable the following ones:
Analysis of surveysProcess the literal answers to the open-ended questions of your surveys without worrying about their amount and with a fast response time.
Mining Contact Center interactionsTurn the verbatims of your clients' interactions via telephone or email into a structured database in order to generate reports, detect correlations or analyze trends.
Customer journey and buying signalsIdentify in which phase of the customer journey a user is (consideration, purchase, loyalty...) and detect potential buying or churn signals to take immediate action.
User profilingGet a 360-degree profile of your clients, incorporating demographic information, behavior and attitudes, from their online conversations and interactions with the company.
Online Corporate ReputationUse all kinds of on-line content to assess in real time the impact that news, blogs, tweets, etc. have on the dimensions of your corporate reputation.
Brand identity and perceptionDiscover the attributes that define your brand as they are expressed in the content generated spontaneously by users and in the one published by the company itself.
Who can benefit
Manufacturers of VoC, social media monitoring and CRM toolsSemantic analysis technologies enable them to incorporate their clients' unstructured feedback coming from traditional channels (telephone, email, surveys) and the spontaneous one from social media.
Providers of market research and customer experience management (CX) servicesThe automatic analysis enables them to provide their customers with more complete and high-value services (e.g. customer journey, brand perception), adaptable and in real time, at the same time improving their cost structure.
Corporate clientsIn all kinds of industries, especially in those with a large number of users (e.g. banking and insurance, telco, utilities...), these tools enable to extend the reach of the Voice of the Customer initiatives to unstructured and unsolicited comments.
Recommended products for analyzing the Voice of the Customer
Sentiment Analysis API
Perform the most advanced opinion mining, including aspect-oriented polarity, distinction between objectivity/subjectivity, detection of disagreement or irony.
Voice of the Customer (VoC) Vertical Pack
Use its predefined models and Excel integrations to easily generate and consume VoC insights according to different dimensions: product, service, quality, satisfaction…
Emotion Recognition Vertical Pack
Automatically recognize emotions expressed in the text: Joy, Sadness, Anger, Fear, Confidence, Disgust, Anticipation, Surprise.
Intention Analysis Vertical Pack
Identify the stage in a customer journey: Information, Advice, Purchase, Support, Recommendation, Complaint, Cancellation.