Social Network Analysis using email

It is estimated that over 70% of data available in organizations is unstructured and most of it is in text. We humans daily exchange countless words through emails and chats to get all kinds of work accomplished in our daily organizational life.

Our communication with words has a context and intonation which helps us to understand the intent of words. This Natural language Processing (NLP) takes the center stage for many things we take for granted. This is where NLP, a form of Artificial Intelligence (AI) that extracts meaning from human language to make business-critical decisions, takes up challenging and revolutionary tasks.

Social Network Analysis (SNA) in any organization’s goal is to focus on Internal communication to bring effectiveness in collaboration between teams resulting in a High Net Promoter Score (NPS).

One of the efficient ways to improve NPS is e-mail analysis of your client-based projects. In fact, one highlight of 15 years of research at MIT has proven that e-mail analytics determine what variables drive performance, and then show how people can improve their collaboration. This virtual-mirroring approach will improve your NPS.

During these stressing times of Covid-19 where work-from-home (WFH) to be the norm and face interactions between project teams with internal-external stakeholders to be minimal, e-mail analytics will be a key differentiator. With SNA implementation -

• client satisfaction rise by over 20%
• improves employees interaction with clients.
• understand patterns and behaviors that affect client satisfaction
• coach employees on more-effective communications.

Build your Client Sentiment Score-Card today to:

• track the directness of communication (with or without your supervisor in-loop).
• the speed at which employees responded to clients’ messages.
• the extent to which clients consistently dealt with a single employee rather than a rotating cast.

E-mail text leaves behind “digital breadcrumbs” that can be systematically analyzed. To improve your Net Promoter Score means low customer churn, increase profitability, repeat business, and rightful management intervention. We are talking about a high return on your investments.

To learn more reach out to me: on [email protected]