Customers view enterprises as a single entity, so regardless of where, physically, a customer interaction occurs, or whether it happens at a corporate location or a franchise, customers expect a consistent and positive experience. Text mining analysis delivers a deeper level of insight for operations managers to control and shape those interactions.
Key Benefits
Any industry from retail banking to hotel chains can analyze customer feedback and use it to improve their operations. Text analytics and sentiment analysis bring greater visibility into areas with opportunities for improvement.
-
Currently used approaches provide regional and store managers with scored ratings on key metrics, but the Clarabridge text mining software identifies from the text-based comments, the specific drivers behind satisfaction scores.
-
After establishing expected levels of performance on certain attributes, Clarabridge can analyze text to monitor incoming customer feedback and to deliver alerts by region, discussion topic or even individual store or site.
-
Corporate or regional managers can better coach underperforming properties and transfer best practices from other areas to ultimately improve the overall brand experience.