Automate your customer feedback analysis

Receiving customer feedback is crucial for getting insights into improvements you need to make. Most marketers know the importance of it, but it still seems difficult and time-consuming to gather enough feedback and analyze it.

Therefore, our Innovation team started looking for a solution and they came across Monkeylearn. Do not let this silly name throw you off: this innovative tool helps with conducting research. It scrapes and analyses data regarding your brand's sentiment(s). This way, you get to analyze data without any data skills coming into play.

For what type of analysis do you use it?

• NPS Analysis
• Review analysis
• CSAT analysis
• Support analysis
• Survey analysis
• VoC analyses

Their core values reflect what you can expect from the tool. Monkeylearn believes in the beauty of simplicity, showing empathy, and measuring results, not hours. Take ownership, good communication, and intellectual curiosity can not be forgotten when describing the DNA of Monkeylearn.

Do: choose your pricing plan

There are two plans Monkeylearn offers.

1. The Business plan is custom-made, with custom prices.
2. With the Team plan, you will pay $299,- a month. This will get you the following:

• 10.000 queries each month. One query is equal to one text analyzed with one model.
• Custom models**.** These identify tags and categories based on your own criteria.
• Share your account and projects with 3 team members.
• Integrations such as Zapier, API, CSV, and Google Sheets.
• One analytics dashboard template.
• One workflow template.
• Access to a library with pre-made models.
• Email support.

Do: analyze competitors

Although Monkeylearn is our favorite, we definitely advise you to consider alternatives that might suit you better before choosing your analyzing tool. Here are a few suggestions:

RapidMiner

While Monkeylearn mainly focuses on text mining, RapidMiner offers other solutions as well. Some examples are churn prevention, demand forecasting, customer segmentation, and up-and cross-selling. Try out RapidMiner for 30 days, without any costs. After that, it costs $10 a month for the RapidMiner Go plan. If you want a more advanced offer, you can choose a custom-made pricing plan.

Chattermill

Another good example is Chattermill. This platform is more focused on the analysis of customer feedback (it’s more like Monkylearn and less like RapidMiner). It offers analytical tools for customer feedback, product feedback, customer support, product tours, and easy app integrations. The platform offers a free trial, but after that, you start using the Starter plan, (for individuals or smaller businesses) or the Enterprise plan (which is for larger businesses) at a custom price.

Thematic

When it comes to Customer Experience analysis, Thematic offers a wide range of solutions. You can connect feedback from surveys, support chats, social media, open-ended NPS or CSAT responses, reviews, and more. The tool automatically tags all the gathered feedback with themes and sentiment AI. This allows you to see what really matters to your customers at each stage of the funnel, and why. Unfortunately, Thematic is really pricy to use. Their Starter plan costs as much as €2,000 a month, so really think it through when you consider using this tool.

Summary

So, if you really want a tool focused on text mining, we advise you to choose for Monkeylearn or Chattermill. Where Monkeylearn is overall seen as better performing, Chattermill offers you a free trial to see if text mining works for you when it comes to customer feedback research.

If you want to use a platform that offers you more possibilities, you should choose for RapidMiner or Thematic, where RapidMiner is by far the cheapest option for you to choose.