Enterprises have spent millions of dollars capturing, storing and maintaining customer data. A wide array of information is collected from customers letting a company know everything from what customers have bought and how they use services, to feedback data captured through surveys, emails or even via service technicians. What many companies haven't considered is that up to 80% of most enterprise data is unstructured. Much of that data contains important customer information and feedback that can better advise business decisions, define marketing programs and influence product development.

Unstructured data from customers and prospects comes in feedback surveys, emails, web forms, comment boxes, customer service or technician notes, claim forms, blogs, web forums and more. Attensity's Voice of the Customer (VOC) solution allows businesses to unleash the voice of the customer that is locked in this feedback. Our text analytics approach enables marketers, product and brand managers, customer service executives and business line owners to access the preponderance of unstructured data through an easy-to-use, browser based application - Attensity's Automated Customer Feedback Application - that provides powerful analysis, drill down, visualization and dashboard tools. Organizations can access Attensity's solution online via a hosted solution or can install it on-premise as part of your existing business intelligence capabilities.

With Attensity's VoC Solution, organizations can:

Understand Customer Sentiment

• Understand how customers feel about your company, products, services, offerings and more
• Generate actionable information based on the verbatim feedback that indicates why a customer is satisfied or dissatisfied
• Identify the top and emerging issues or root cause of customer sentiment

Uncover Product Quality Issues

• Identify what customers are telling you is wrong with your products, feed the information back to product development and engineering and take action to improve the satisfaction of customers who have experienced product issues
• Identify intent to return and understand why products are being returned and determine if you can prevent a return before it happens

Better Analyze Market Research

• Understand the "why" behind customer satisfaction and Net Promoter® scores to determine what actions could be taken to improve scores and drive loyalty
• Analyze survey verbatim feedback to get at the root cause of given scores
• Identify "cries for help" in your survey responses and understand appropriate actions to mitigate customer communicated issues

Explore and React to the "Market Buzz"

• Analyze customer feedback communicated in channels outside the four walls of your company: blogs, web forums, product reviews and more
• Monitor the market buzz about your products, services and marketing campaigns to get an early view of perceptions, issues and opportunities

Every group within an organization benefits from understanding the Voice of the Customer (click on image to enlarge.)

Click here if you want to learn more about Attensity's Voice of the Customer Solution.