MarketTools CustomerSat Text Analysis

Discover Rich Insights Through Unstructured Customer Feedback

Your business can discover a goldmine of rich insights by collecting customer satisfaction information through surveys, phone calls, social media and other customer interactions. The challenge, however, is that much of that customer feedback data is provided through unstructured text, which can be difficult to sort, categorize and take action on in a timely manner.

MarketTools CustomerSat Text Analysis, powered by text-mining leader Clarabridge, makes it easy to sort through text-based feedback to quickly identify your customers’ top issues and sentiment. Text Analysis provides the “why” behind the “what” by consolidating structured and unstructured data from ALL of your feedback channels. MarketTools CustomerSat allows you to deliver these insights across your enterprise to pinpoint the ways you can drive increased loyalty.

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Key Benefits of MarketTools CustomerSat Text Analysis:

• Automatically extract actionable insight from large volumes of customer comments  
• Gain insight into the issues and emotions behind customer survey scores
• Analyze survey scores in context with verbatim comments to understand the ‘why’ behind the ‘what’
• Gain insight across all sources of unstructured feedback – including open-ended survey questions, social media, communities, transcribed calls, call center notes, websites, and emails
• Fine-tune your surveys to include issues previously covered only in open-ended comments
• Make survey results more impactful internally by providing detail and color with real customer comments
   

How MarketTools CustomerSat Text Analysis Works

Feedback Collection
MarketTools CustomerSat Text Analysis is a powerful solution that extracts linguistic content, categorizes it and assigns sentiment scores to distinguish the who, what, how, and why of any customer experience. Categorization and sentiment is based on Clarabridge’s industry-leading Natural Language Processing (NLP) Engine, which examines the syntax and context of all the elements of the text to ensure comprehensive and accurate analysis.

Data Analysis
MarketTools CustomerSat Text Analysis includes Advanced Sentiment Scoring to automatically understand negation, conditional sentiment, and other linguistic nuances and provide accurate context for tremendous insight about attitudes expressed in customer feedback. You can even adjust sentiment analysis for concepts specific to your organization or industry - for instance, “thin” is a positive concept for cell phones, but a negative one for hotel sheets.

MarketTools CustomerSat Text Analysis automatically understands nuances and concepts specific to your business to make it easy to quickly sort through and understand customer feedback.

Reporting
MarketTools CustomerSat Text Analysis allows users to move seamlessly from basic ad-hoc data review to advanced statistical analysis using a wide variety of reporting options and dashboards.  Anyone in your organization, regardless of role or department, can receive critical Voice of the Customer intelligence, when and how they need it.

Dashboards provide quick insight into hot topics and key trends; and you can easily drill down to understand sentiment for any topic.