In today’s interconnected world, customer feedback has become a vital resource for businesses seeking to improve their products and services. Companies are inundated with an ever-growing volume of textual feedback from customers, spanning various channels and touchpoints. The rise of social media and online platforms has significantly increased the amount of customer feedback received, according to the research of HubSpot, 62% of customers are likely to communicate more through email for customer service, 48% over on call, 42% live chat, and 36% through “contact us”.
Moreover, an additional study by Survey Monkey shows that 85% of customers will like to give their feedback when their experience went good with the brand or company, and 81% will give feedback when their experience went bad.
The challenge of managing customer feedback
As customer feedback continues to flood in through channels like social media and support tickets, companies face the pressing need to address customer concerns promptly. As shown in a research by Zendesk, 72% of customers want immediate service.
Many organizations have adopted proactive approaches by actively responding to tickets and reviews. However, just a select few recognize the immense potential in leveraging this massive dataset for strategic decision-making.
Manual efforts fall short
Traditionally, the task of analyzing customer feedback has relied on manual tagging and classification processes. These labor-intensive efforts are time-consuming and prone to human error, leading to inefficient and often inaccurate results. The need for a more efficient and accurate solution has become increasingly apparent. Strengthen by statistics like this one presented by Forbes, showing that companies with a customer-centric approach are 60% more profitable than the companies that are not.
The role of AI and NLP in customer feedback analytics
Enter the latest advancements in Artificial Intelligence (AI) and Natural Language Processing (NLP) technologies, which are revolutionizing customer feedback analytics. AI-powered platforms, such as Tagado, have emerged as game-changers in transforming unsorted feedback into accessible, automatically identifying data insights in real time.
Tagado: Empowering companies with unparalleled value
Tagado stands at the forefront of AI-driven customer feedback analytics platforms. Powered by state-of-the-art NLP algorithms, Tagado automates the process of data tagging and classification, dramatically reducing the time and effort required to get acces to the data in a comprehensive way. The platform can, extract key topics in multiple hierarchy levels, and identify emerging trends from a vast amount of unstructured feedback data and numerous channels.
One of the main features is the possibility of integrating customer parameters into the platform filtering enabling to easily differentiate between the feedback provided by different customer types. Moreover, Tagado has developed an innovative prompt where users can ask a direct question and get a coherent answer based on the feedback data.
Unleashing the power of customer feedback
By leveraging Tagado’s advanced analytics capabilities, companies can unlock unparalleled value from customer feedback. With this newfound intelligence, businesses can drive customer-driven strategies, enhance product development, optimize UI/UX design, improve customer experiences, get real-time alert for better quality assurance, refine offerings, and spur innovation.
According to an Econsultancy and Adobe survey of client-side marketers worldwide, 65% of respondents said improving their data analysis is a very important factor in delivering a better customer experience.
Harnessing data for strategic decision-making
Tagado empowers organizations to make data-driven decisions across various aspects of their business. By gaining deep insights into customer sentiment, preferences, suggestions, and pain points, companies can prioritize and strategize effectively, ensuring their resources are focused on areas that matter most to customers.
The field of customer feedback analytics has evolved significantly in recent years, driven by the exponential growth of textual feedback and the need for more efficient and accurate analysis. AI and NLP technologies, represented by platforms like Tagado, are revolutionizing the way companies approach customer feedback, providing unparalleled value and transforming unsorted data into actionable insights. By embracing these advancements, businesses can unlock the full potential of customer feedback, fueling growth, innovation, and customer satisfaction.