Listen. Know. Act.
First person feedback. First person intelligence. Your competitive advantage.
Customers might not know how to run your business, but they know why they continue to give you their business. Understanding your customers' attitudes, issues, and propensity to recommend your products and services is vital to the survival and growth of your business. Quantifying and analyzing the collaborative and collective wisdom formed from customer attitudes, opinions, and sentiments toward your brand, products and services is what we do best.
Attensity Analyze transforms text in emails, web forums, surveys, CRM notes, and other sources into actionable information with native dashboarding capabilities that reveal sentiments and trends.
The sources of customer insights – be it emails, blogs, web forums, surveys, and customer service notes – are growing exponentially, both internally in your company’s data stores and externally on the Internet. The opportunity lies in continuously seeking to understand and mining this collective wisdom by converting first person customer feedback into First Person Intelligence™.
Attensity Analyze supports:
Net Promoter™ and Performance Analysis
Understand the “why” behind customer satisfaction and Net Promoter™ scores to determine what actions could be taken to improve scores and drive customer loyalty. See at a glance why a certain store is performing poorly, why a hotel property is getting poor ratings, or why customer satisfaction with your latest phone has gone up over previous models.
Sentiment Analysis
Understand how customers truly feel about your company, brand, products, features, services, and offerings. Use these insights to identify the top and emerging issues of unfiltered customer sentiment that they might not articulate to you directly, but might share with other customers and prospects in online forums and blogs.
Call Center Optimization
Gain an early understanding of emerging customer issues and trends and optimize call center activities by mining the unstructured wisdom captured in support emails and call center transcripts. By combining Voice of the Customer with Attensity's
Response Management solution, you can not only mine emails, calls, and more -- but you can also automate up to 100% of the processing of all text-based inbound and outbound customer communications, reducing operational costs in your contact center.
Launch Monitoring
Gain an early view on how new product introductions are doing by understanding initial customer sentiment, opinion and issues voiced about the new offering on forums, in emails, and other sources. Use these early findings to make rapid changes and see which messages "pop" most effectively -- safeguarding investments and guaranteeing successful market launches.
Early Warning, Product Innovation and Quality Analysis
Uncover issues with products and services as they first emerge and
proactively take immediate action to remedy them, translating into
hundreds of thousands dollars in potential savings to your company. Identify what customers are telling you is wrong with your products, feed the information back to product development and take immediate corrective steps to improve the satisfaction of customers who have experienced product issues. Transform customers into brand advocates as they “see” their feedback reflected in your product innovations.
Fraud Detection
Identify and alert on fraudulent actions captured during customer interactions. Preempt fraudulent activities and mitigate risk.
Market Research Analysis
Analyze survey verbatim and web communities feedback to get at the root cause of given scores and identify "cries for help" and understand appropriate actions to mitigate customer communicated issues. By proactively listening to desired changes your customers are voicing, you can spark greater product innovation and improved service delivery.
