Voice of the Customer

Extract insights from
customer feedback

Understand the reason behind NPS scores or stars in reviews with text & sentiment analytics.

With effective Voice of the Customer monitoring, you can find gaps in your Customer Experience, increase sales and retain customers easier.

Our clients

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Dealing with large amounts of customer feedback?

With us you can easily and quickly analyze large amount of data, whether these are NPS surveys, support tickets, social media comments, feedback tools, or app store reviews. Our system can process any amount of data. It can be analyzed weekly, monthly, real-time or how it fits you. If you would like to get more data we can access and analyze your reviews from public sites such as Google reviews, Tripadvisor and more.

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Categorization

Quickly categorize all your feedback with standard or customized categories to find insights.

Sentiment

Understand the overall emotion of your customers about your brand and products.

Keyword Tags

Use automatic keyword tags for fast sorting and orientation.

NPS Trends

Detect new trends and anomalies in your NPS score.

Categorize your feedback

Our artificial intelligence can automatically code all your feedback based on multiple categories which you can customize for your needs.

Display feedback with standard or customized categories, such as price, staff, product quality, reasons for unsubscribing etc.

With our easy root cause analytics you can go even deeper and display only the positive or negative feedback or really specific terms like “helpful staff” or “slow service”.

Voice of the customer - Categorization.
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Analyze Sentiment

Sentiment analysis detects the emotions of the author contained in the text. Does the customer have positive, negative or mixed feelings about their experience?

With our sentiment analysis, you can not only see the overall sentiment but also the sentiment about your service quality, staff, products and more.

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Automatic Keyword Tags

Know which topics are the most discussed based on automatic tags assigned to every NPS verbatim, review or ticket.

You can choose a model tuned for a specific industry such as banking, hospitality, retail or automotive to be sure to always get the most relevant tags.

Voice of the cutomer - Word cloud
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Voice of the customer - NPS score

Detect Trends

Discover new trends over time and detect anomalies with the ability to easily find out what is behind them.

You can go from monitoring your NPS score over time to easily analyzing what is the cause of change. Be it positive or negative.

Understanding Voice of the Customer trends is much easier with our standardized tags and effective categorization.

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Overall benefits

Easily analyze your Voice of the Customer and extract data from NPS, reviews, tickets and other feedback channels.

Automatically organize the data using categories, keyword tags and sentiment.

Visualize issues faster and cheaper while giving your agents and analysts powerful tools to detect your strong points and opportunities, and increase customer satisfaction with your brand.

Voice of the customer - Benefits
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3 Steps to Production

Agreement
Step 1

Agreement

Let us know what you need. Our experts will analyze your requirements and suggest the best setup. There is no commitment from your side.

Custom model tuning
Step 2

Custom model tuning

Using historical data (e.g. Google reviews), we can tune a model specifically to your needs. Or, you can choose one of our off-the-shelf solutions.

Start
Step 3

Start

Once ready, the AI models can be accessed via our REST API or Keboola integration. Or, if you prefer, just send us excel or csv files on a regular basis.

Optional

Data interpretation

We can help you to visualize and follow the most important features of the verbatim feedback in tools like Tableau, Power BI or Google Data Studio.

Geneea Uses Artificial Intelligence To Analyze
Large Amounts Of Text Every Day.

CONTACT US
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Case Study

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Automatic text analysis in action

Customer feedback automated summary

Heureka collects a lot of customer feedback on individual products and e-shops. To further enhance the user experience for their customers, they needed the countless reviews to be summarized.

Read the story
Integrations

Connect to the tools
you already use.

  • Connect to the tools you already use. In Keboola Connection, few clicks are enough to integrate our text analysis engine into the same pipeline with data scraping, visualization with Tableau or Google Data Studio and more.
  • Integrate through our REST API.
  • We also support custom integrations.
  • In case your tools do not support integration, you can just send us excel or csv files on regular basis.
Learn more
A graph depicting the integration workflow in Keboola

In case you have any questions