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Three benefits of using text analytics

Many VoC programs collect unstructured comments from their customers, but it can be overwhelming and difficult to manage. Text analytics is a tool that can help to maximize the value of open-ended feedback. Here are three benefits of using text analytics in VOC:

  1. Combine expertise in the tool with expertise in the business: this boosts the credibility of the outcomes
  2. Use the quantified customer verbatim feedback to turn anecdotes into evidence that can drive action
  3. Take action on the outcomes of text analytics to make meaningful changes to your customers’ experiences

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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