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Enterprises “Abuzz” with Insight into Topics Driving Customer Satisfaction Scores
Customer experience management vendor launches automated analysis and dispersion of customer comments
June 26, 2012: Vancouver, Canada – ResponseTek, the leading software vendor for enterprise customer experience management (CEM) solutions, is pleased to announce the release of Buzz Tracker, its new real-time text analytics module. The ResponseTek Listening Platform™ is now able to automatically translate every customer comment from all channels into business metrics, allowing immediate interpretation of satisfaction and loyalty drivers as a standard capability.
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Businesses constantly struggle with systematically extracting insight from the massive amounts of text-based customer communication occurring through customer surveys, social media, email and chat interactions. Without automated analysis, key themes and topics identified by the growing number of customer interactions are going unnoticed.
ResponseTek’s innovative solution enables employees throughout the organization to freely explore keywords related to their roles. For example, an analyst looking for insight into a specific issue can easily add related topics and Buzz Tracker instantly analyzes all verbatim comments, including historical data. The user can easily filter results, drill into details, focus on a specific source, and continue to tune the analytics on-demand.
“We are very excited about setting a new bar in customer experience with Buzz Tracker,” states Syed Hasan, CEO of ResponseTek. “The ability to quickly understand which customer topics are driving higher or lower satisfaction and advocacy scores is incredibly powerful, especially in today’s business where the volumes of text-based interactions continues to accelerate.”
The Buzz Tracker report is a standard component of the Listening Platform at no additional cost. Features include:
Topic Trending: Highlight important changes in what customers are talking about, including major increases or decreases in related satisfaction metrics and frequency of mentions
Hot Topic Monitoring: Intelligent design drives continuous improvement by monitoring all verbatim and suggesting topics that require attention
Instant Analysis: Users define and tune topics they want to analyse with the report updating instantaneously
Touch-Point Segmentation: Analytics for every customer interaction channel, enabling users to understand how the voice of the customer varies across these key channels
Customer Segmentation: Fully filterable by client-defined customer segmentation models, answers to surveys, date of mention, and many other parameters, providing powerful and in-depth insight for analysts
Personalized Dashboard: Each Buzz Tracker user can personalize their dashboard to monitor key trends and status for important topics most relevant to their role
Simple to Use: Intuitive design with the end user in mind– not just research analysts
For more information on ResponseTek’s voice of customer text analytics capabilities, visit www.responsetek.com/cem-text-analytics.asp
With over 12 years of experience, ResponseTek is the leader in customer experience management software solutions for the enterprise market. The ResponseTek Listening Platform™ is implemented by leaders in the telecom, insurance, financial services, tourism and retail sectors. With its unified view of the customer across multiple touch points – retail, contact center, technical support and online included – a single system is delivered that integrates channels, lines of business and countries. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK. www.responsetek.com