The challenges of unstructured data scattered across numerous platforms, websites, and channels—and their sheer volume—may be daunting, but harnessing this wealth of insights offers tremendous opportunities for brands. If your sentiment analysis is only telling you whether the feedback is positive or negative, it’s time to adopt a more statistical approach to maximize your customer experience efforts. This can be achieved by unlocking your customer’s voice.
Today, AI-powered customer feedback tools can extract valuable insights from the entire customer base and even analyze unstructured data. We call this improved understanding of your customer’s end-to-end journey “Voice of the Customer (VoC)”. It’s an all-channel approach, breaking down data silos to give brands a transparent view of their experience from the customer’s perspective.
How can your company uncover and leverage hidden insights in social media conversations, emails, chat logs, call recordings, and survey responses? In this guide, we examine how text analytics contributes to a successful customer experience (CX) program, learn the business benefits of statistical text analytics, and provide tips to help you get started.
The power of unsolicited customer feedback
It’s important to ask customers to share their feedback in reviews and surveys, but there are many insights to be gained from unsolicited feedback. In fact, Gartner estimates that up to 80% of an organization’s information assets are unstructured content.
The customer problems you don’t know about might be the most critical to solve, and these unexpected insights are gleaned from open-ended questions or unsolicited communications rather than multiple-choice response surveys.
People often give positive and negative customer feedback when they have an extreme experience. For example, you can see restaurant reviews on Yelp that are either positive or critical. This is because people feel they can gain social capital by sharing positive experiences or warning others about negative experiences.
Browsing the web for those mentions and conversations is made possible by technology, but what you do next determines the value of that feedback from customers.
Our software helps you understand the entire customer experience thanks to its proprietary combination of AI and human NLP techniques to organize, structure and categorize text. We also provide full support from our analysts to ensure your AI algorithms align with your business goals and evolve with your customers’ behaviors and preferences.
How does customer experience writing analysis work?
There’s no dark magic here – just the power of AI and Natural Language Processing (NLP) using proprietary algorithms at work for your business.
Let’s say your restaurant brand collects 17,000 guest survey responses each month. They kept the survey short and direct to improve the close. Therefore, a customer satisfaction value is asked for and contains an open question: “Why did you assign this value?”
This open text box contains all kinds of feedback on food temperature, restaurant atmosphere and cleanliness, table service, app feedback, delivery on-time, packaging, order timing and more. How do you make sense of all this unstructured feedback when it’s collected at scale?
Text analysis categorizes these comments into concepts and assigns sentiments or “qualifiers.” By integrating this data with other CX analytics, you can get monthly customer satisfaction trends for your restaurant brand (or any other brand) based on the rating score.
It also provides key insights into the specific reasons customers were satisfied or dissatisfied, and the business units, products, and services that contributed to that experience. With this rich set of actionable insights, you can determine where to prioritize and what to keep.
And that’s exactly what the customers shared directly with the brand as part of the survey. Now imagine all the feedback that customers are sharing on other channels—email, social media, local review sites, and customer forums. Leveraging this deep insight can benefit the organization in a number of ways.
Text analysis in action
Here’s a real-life example of a popular Mexican fast-casual restaurant that wanted to eliminate common pain points and friction points in their customer journey. To create a better local experience in each location, this brand needed to identify common themes and feedback in their online reviews.
We use Rio SEO’s powerful Genius® Text Analytics solution. We started by grouping positive review sentiment into several key areas so the brand could see where their location excelled. The negative sentiment surrounding ordering and delivery processes required deeper analysis, and the brand was able to accurately identify customer concerns.
Rapid implementation of an action plan to address these issues resulted in Google’s average star rating improving in just two months. The proportion of 5-star reviews increased exponentially over the same period.
How analyzing customer feedback can benefit your business
Unlocking customer insights using state-of-the-art statistical analysis techniques offers valuable business benefits. Here are just a few examples of the impact VoC features can have.
Recognize new delivery problems early
By monitoring feedback from customer reviews, social media, and customer support interactions, businesses can quickly identify and fix delivery issues as they arise, rather than waiting for larger issues to arise.
Suppose a company notices that several customers are reporting delays or missed deliveries. When this happens, they can investigate the root cause and take corrective action before the problem affects more customers. Likewise, companies can improve their packaging and quality control processes when customers report problems with damaged or incorrect items.
Analyzing customer feedback also helps companies understand customer expectations and preferences, which can inform future improvements in their delivery process. By regularly monitoring feedback, companies can better understand customer needs and align their delivery processes accordingly.
Recognize and capitalize on emerging trends
Advanced statistical analysis can help organizations identify and leverage emerging patterns and trends to stay ahead of the curve. Businesses can identify new opportunities and potential market segments, develop new products or services to meet those needs, and gain a competitive advantage in their industry. By leveraging customer insights, companies can develop products and strategies that resonate with their target audience and drive long-term growth.
Reduce operational costs by addressing common customer support issues
By monitoring feedback channels such as customer support tickets, insights can be gained into common inquiries and complaints. This may result in product or service improvements that reduce the number of support requests. Organizations may also choose to allocate resources more effectively. Both measures can lead to significant cost savings.
When brands leverage VoC insights and focus on delivering a quality product or service to their customers, customer satisfaction and loyalty improve. Customers who can solve problems quickly and efficiently are more likely to continue using and recommending a product or service. This can help businesses increase revenue and profitability over the long term while reducing their customer support resources.
Develop innovative products and new features based on customers’ ideas
By involving customers in the product development process, it can be ensured that new products and functions meet customer needs and preferences. By soliciting feedback and incorporating it into the design process, companies can create products that are more likely to be well received by customers and achieve commercial success.
Up-to-date customer feedback allows brands to identify new growth opportunities and differentiate themselves from the competition.
Understand the causes of customer satisfaction scores
Even unstructured customer feedback can provide good insight into customer experiences and expectations with the right technology and expert support. Active listening and text analysis can help companies identify the specific factors that influence customer satisfaction or dissatisfaction.
For example, a company with a high customer satisfaction score might identify in its text analysis that product quality, customer support, or ease of use are most important to customers. Identifying the root causes of customer satisfaction or dissatisfaction allows the organization to prioritize, focus on high-impact areas, and take corrective action to address issues and improve customer satisfaction over time.
Start your Voice of Customer program
At Rio SEO and Forsta you will find all the technology and expert support you need for a successful Voice of Customer (VoC) program. Whether you’re conducting a simple or complex survey — or an online, phone, or in-person interview — our platform’s intuitive interface makes working with advanced text analytics quick and easy.
Our dashboard offers multilingual features, is compatible with any device and easy to configure so you can view data the way you want. Sort and filter by industry, product, region or other criteria to get the insights you need. You can easily schedule all your projects in your Forsta calendar and also see all your instant audience provider options and costs.
Customer insights are scattered everywhere—across social media, email, chat logs, call recordings, and survey responses. Text analytics help you understand and structure all that data, turning all that rich text into measurable, understandable, and actionable insights that drive customer loyalty, increased sales, and more positive feedback in the future. Would you like to find out more? Contact us for a demo.