Using AI for verbatim analysis

Do you benefit from using AI for verbatim analysis?

Most of the valuable insights come from qualitative or textual data. The feedback customers share in their own words fuels the eureka-moment to innovate your business strategy.However, the challenge is that text feedback is difficult to analyze. Most data analysis software is engineered to analyze numeric or quantitative data.So, how can you make sense of verbatim responses?Artificial Intelligence such as Sentiment Analytics can help you solve the problem.The feedback, reviews, or comments customers leave for your brand have some underlying emotions. Using AI for verbatim analysis, you can extract keywords that resonate with customer experience, identify emotions and cognitive responses across all touchpoints and thus create a Customer-Focused framework.

• After a positive experience, 85% of customers purchase more from a brand.
• A negative experience results in 70% of customers purchasing less.
• After a positive experience, shoppers are likely to spend 140% more with your brand.

Having insight into customers’ emotions towards your brand can be a game-changer and help you make better CX decisions to boost loyalty and drive revenue.

How does Sentiment Analytics work?

• Sentiment Analytics reads through customer feedback and detects emotions based on the language used. The AI uses NLP and machine learning algorithms to split customers’ emotions into positive, neutral, or negative.
  • Combined with CSAT, NPS^®, or CES surveys, AI can capture verbatims and emotions to obtain profound insights shaping your short-term and long-term strategies to retain customers.
  • It can analyze a large volume of feedback in real-time to recognize which customer needs more attention and who is satisfied.
  • You can utilize AI to predict whether customers are satisfied or have complaints.
  Regardless of your target customers, you can win over your customers' hearts using sentiment analytics.[Related: Read about How Sentiment Analytics can be conducted? in detail]Benefits of using AI for feedback analysis:Customers remember how you make them feel:To offer customers positive memories, you need to determine the root cause of their concerns.Use AI to understand what is causing the issue. Sentiment Analytics can help you track recurring themes and keywords from customer feedback that can highlight what troubles your customers the most.Segment these customers and follow up with them to further understand their concerns. Generate insights to take decisive actions, offer outstanding experiences, and mend your customer relationship.Discover what’s missing:Customers can tell you themselves what they want and where you fail to deliver. Often, the touchpoints brands expect to impact CX are not the ones customers truly care about.AI can show what customers want from your business, where they need help, and what you miss out on. Using sentiment analytics, you can detect the pain points and use them as an opportunity for improvement.Be it an aspect of product or customer journey, uncover the urgent issues and factors critical to customers to prioritize them.

Happy! Sad! Annoyed! Content!

Discover customer emotions around your brand.

Book a demo

Capture customers’ perception of Brand:

Brand reputation is critical in acquiring new customers - 95% of shoppers read customer reviews before buying.With sentiment analytics, you can capture how customers feel in real-time. Tracking positive and negative mentions of your brand, you can identify what is influencing their attitude towards your brand.Capturing customer sentiment in real-time is the key to improving brand reputation.Customers’ emotions are likely to dissipate over time, and they may move to other brands. Capture customer reviews and direct them to the relevant team so they can proactively resolve the issue.Brands that reply at least 25% of the time to customer reviews are likely to earn 35% more revenue.[Related read: Significance of sentiment analysis]

Increase ROI with innovative strategies:

You can gather intelligent insights by analyzing customer feedback to innovate marketing strategies that appeal to your target audience.Brands can design personalized campaigns by segmenting their customer base using NPS^® & qualitative feedback. It can help you recognize whether the “satisfied” customers are delighted. Often the customers who give high scores for satisfaction are at the risk of deflecting. The insights you gather by analyzing customer feedback can alert you to the risk of loss in such scenarios.You can design personalized campaigns and services that deliver better value to the customers.Escorts Group fuels digital transformation & drives lead conversion with Voxco Intelligence.Read the full story.

Eliminate what harms CX:

The ultimate benefit of using AI for verbatim analysis is to prevent a crisis by prioritizing actions that deliver exceptional customer experience.You can analyze customer emotions to discover the factors causing dissatisfaction among customers. Sentiment analysis of survey responses can help you understand what is frustrating the customers or what delights them.Be it a certain marketing campaign or payment process; you can take decisive action and intervene at the right time.

Wrapping Up;

Every customer response or feedback is a goldmine to accelerate business growth. Brands can now leverage AI to monitor every aspect of customer experience in real-time and provide effective resolution promptly.Happy – Neutral – Sad, always stay in tune with your customers' feelings about your brand.