The number of surveys companies are sending out is ever increasing, driving survey fatigue through the roof. Do what CX leaders do, stop spamming customers with questionnaires and turn to Conversational Analytics for much richer insights and way better measuring accuracy.

Customers are already telling you, verbally and in writing, what they think about your product and services – and your competitors too for that matter –throughout their journeys. All this unstructured data can easily be captured, structured and analysed with AI fuelled text analytics that builds on two core concepts:

• Sentiment: How positive or negative words, sentences and entire conversations are. Sentiment analysis can also be enriched as emotional score revealing love, hate, effort, frustration and so on – all highly essential CX metrics.
• Topics: Essentially what customers are talking about such as price, delivery, product or service quality and much more

The combination of topics and sentiment yields far richer insights and way better measuring accuracy if done right. If you have text, which you do, we’ll help you make sense and draw actionable conclusion of it.