The voice of the customer is a term that defines the experiences of the customers about the products and services they use. In today’s business world, companies want to reveal their differences with their superior customer experiences. Leading companies position their strategies according to feedback from their customers.
Some of the text-based resources are rapidly growing call data, social media data, survey data, e-mail, product and service comments and chat interactions. Many large-scale companies avoid analyzing content because these data are large and complex. Overcoming these challenges, text analytics technology helps companies understand their customer preferences, needs and approaches.
Text analytics technology offers the ability to analyze text content with solutions such as prominent discourses, root cause analysis, emotion analysis and classification. Text analytics technologies can also combine structural data such as customer comments with non-structural data such as customer satisfaction points.
Analyze Customer's Voice
Companies that analyze customer experiences from different channels can make a big difference by shaping company strategies in this direction. The Artiwise Text Analytics Platform offers companies a convenient interface that works on the cloud so they can understand their customers’ voice and take the necessary actions.