What’s lurking out there that you didn’t even think to look for like bugs in software, confusing onboarding process, or flaws in your product?Ī powerful text analytics program can answer both of these – at scale – while keeping you connected to the voice of your customer and the next actions to take.How are you performing on the topics you know about like wait time, service reliability, and cost?.Text analytics can help you answer two core questions: Text analytics enables businesses to discover insights from within this unstructured data format. Within the field of Experience Management text could take the form of survey responses, emails, support tickets, call center notes, product reviews, social media posts, and any other feedback given in free text, as opposed to a multiple-choice format. Text analysis is the process by which information is automatically extracted and classified from text data.
#TEXTUAL ANALYSIS METHODS SOFTWARE#
Learn about Text iQ – our text analysis software What is text analysis / analytics? Let’s go through the basics of text analysis together, and give you some helpful tools to consider using. To effectively understand open-text feedback at scale, you need to either scale your team reading feedback or use a text analytics tool to surface the most important pieces and themes of feedback. It’s time-consuming, laborious, and hard to make text actionable.
However, internalizing ten thousand pieces of feedback is roughly equal to reading a novel and categorizing every sentence. It’s where the customers get to decide what’s most important. In free text, our customers get to tell us what they really care about and why, unconstrained by the questions we decided to ask them.
Text feedback is the closest we ever get to a 1:1 conversation with every customer, every citizen, and every employee.
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