Reduce churn using text analytics

It is likely that most of you reading this already have an online customer experience program in place, with feedback collection tools quantitatively monitoring your website and apps. In other words, you’ve got all the essential structured data you need to tend to your customers’ needs and make the appropriate adjustments to your online sales funnel…right? Well, unfortunately that’s not always the case.

Implementing text analytics gives you the power to hear your customer’s voice in all its forms.

Digital marketers can collect all the quantitative data their hearts desire and still lack the rich insights they need to improve the digital customer experience. Unlocking these insights requires a much more in-depth approach. As unstructured data (or text analytics) becomes more prevalent in the world of feedback, so do our chances of mitigating customer churn. Read more...