Voice of the customer: Why do you need specialist text analytics software?
The amount of data generated daily is constantly growing. It’s estimated that up to 90% of all data can be defined as unstructured – including pictures, audio, video, and text. In the world of data-driven marketing and customer relations, being able to analyze and derive insights from large amounts of the voice of the customer data, such as survey open-ends and reviews is crucial. Nevertheless, traditional data analysis methods are often time-consuming, and complicated, with limited processing ability.
Specialist text analytics software can process vast amounts of data to provide you with actionable business insights. This can help you improve your marketing strategy, inform your product development, or enhance your employee engagement program.
Relative Insight can help you save time, effort, and money while providing you with accurate and valuable business intelligence. The powerful and easy-to-use text analytics software can help you uncover hidden insights in large amounts of data and identify trends, patterns, and emotions.
The need for a specialist text analytics software
One of the best use cases for unstructured text data is the voice of the customer analysis. By comparing data from survey open-ends, online reviews, social media conversations, or customer service transcripts, Relative Insight identifies what’s unique about each data set, providing valuable insights to strengthen your customer relations.
However, many organizations still solely rely on tracking the mentions of their brand through social media monitoring. This provides only a surface-level understanding of the customers’ attitudes. With the use of natural language processing (NLP), Relative Insight empowers businesses to get the fuller picture and understand the context of online customer conversations by identifying the most significant phrases, topics and emotions.
As opposed to social media monitoring, text analytics software can be used to improve business strategies. By comparing social data sets – e.g. from different geographic locations, Relative Insight can quickly pinpoint the areas in which an organization excels and those that need improvement.
Choose the right text analytics tool to analyze survey open-ends
Some of the most valuable insights for your business are contained within your open-ended survey responses. Yet, the unstructured text data is often underutilized, due to the time-consuming and complex analysis approach that many organizations do not have the resources to execute.
If you are not currently analyzing your text data, you may not be getting full answers to your business questions. Quantitative metrics help you to identify the issue, but only by delving deeper into customers’ responses, conversations, and feedback, you can gain a better understanding to inform your decision-making.
Relative Insight uses comparison to help you learn about audiences and brands by looking at what makes them unique. Explore allows you to navigate through differences and similarities to help you uncover insights from your data. Using AI-powered natural language processing (NLP), the platform analyzes text data in a rapid, unbiased manner, removing hypothesis bias.
Save time and resources by efficiently analyzing large amounts of data
Sifting through large amounts of text data can be a tedious and time-consuming task. One of the biggest benefits of using specialized text analysis software is its ability to process huge quantities of unstructured text data in a short amount of time.
Relative Insight allows you to quickly scan large datasets to find actionable business insights by comparing the prevalence of topics, phrases, words, grammar, and emotions. This enables the analysts to better understand the responses provided in open-ended surveys, reviews, social media conversations, or customer service chat transcripts. They are then free to focus on powerful data storytelling that will compel stakeholders to take action.
See the difference with easy-to-use text data analysis visualization
As your organization continues to grow and innovate, understanding what’s important for your customers can inform your brand positioning. By examining your points of differentiation on the market, you can devise a marketing campaign that highlights your competitive advantages.
Heatmaps is an easy-to-use data visualization tool that helps insight teams quickly spot which pairs of data sets are most and least different. Providing a top-level view of your market and customers, it is a rapid solution for competitor benchmarking and customer analysis, helping your team to prioritize specific areas for further research.
Use your text analytics software with ease and confidence
Relative Insight offers a clean and intuitive interface that makes it effortless for you to discover and choose the relevant differences and similarities.
The platform uses user-friendly features such as:
- Quick data imports with Smart Uploads
- Data cleaning options for social media conversations
- Dashboard views for differences, similarities, and frequencies
- Ability to examine and include individual responses
Sometimes, without previous experience, using specialist text analytics software can be a challenge. To ensure you can use the platform with confidence, our team has your back at every step of the journey. At Relative Insight, customer service is our priority – we are committed to meeting every customer’s distinctive needs. With a team dedicated to your success, you will become a Relative expert in no time – allowing you to quickly get the most out of your text data.
The responsive UI and ease of use make Relative Insight an ideal tool for organizations looking to analyze large amounts of the voice of the customer data without requiring extensive technical knowledge.
Explore the value of your unstructured text data
Understanding the voice of customer data should be a top-priority for any organization. Data from surveys, reviews, social media, and customer service chat transcripts is an increasingly valuable source of business intelligence.
Armed with this information, you can better understand and improve the customer experience across different audience segments. With Relative Insight, you can easily analyze data and compare the data sets. For example, you can examine positive vs negative reviews to understand the drivers of satisfaction. Or, to improve internal training, you can analyze high and low-rated customer service transcripts.
But you can also use Relative Insight to analyze any text data or open-ended responses, such as:
- Social media listening data
- Forums and online communities
- News and media coverage
- Marketing assets (e.g. web copy, blog posts)
- NPS/CSAT surveys
- Market research surveys
- Employee satisfaction survey
- Public review sites (e.g. Glassdoor, Amazon, Trustpilot)
- Employee satisfaction reviews
- Customer service support transcripts
- CRM notes and emails
By conducting your analysis within minutes, you can make sense of the vast amount of data at your disposal. You will then be able to make better-informed decisions for your business.
Relative Insight as your solution to analyzing the voice of the customer data
Gaining your business intelligence from qualitative data has never been more important. With Relative Insight, you can finally uncover insights from unstructured text data that were previously deemed too time-consuming, costly, or complex to analyze – regardless of the data source. Whether you are looking to improve customer satisfaction, increase employee engagement, or are seeking new product development ideas, Relative Insight is the right text analytics tool for the job.
Book your free trial today to discover more about how to improve the efficiency of your text analysis to find actionable business insights.
