Webinar Slides: Building Text Analytics Into Your VOC Strategy
- 1. siftNLP Building Text Analytics Into Your VOC Strategy March 3rd 11AM PST/ 2PM EST Jay Filiatrault Customer Success Director KEATEXTWebinar Series
- 2. siftNLP Cases descriptions Surveys Communities Call notes/transcripts Chat Emails Internal comments Customer Feedback Ecosystem a
- 3. siftNLP of CX Data is unstructured 95% Unstructured Data outweighs Structured Data 5:1. Customer-centric companies need to make sense of their unstructured data to better understand and influence the customer journey. Mark Benioff, CEO Salesforce
- 4. siftNLP Choosinga Text AnalyticsSolution Text Mining Engines APIs Customizable Development resources required Integrate to BI tools for reporting Enterprise Platforms Large rollout Professional services Tuning and customization Displacing existing solutions in use Text Analytics App ü No integration ü Flexibility ü Easy to use ü Quick results
- 5. siftNLP Standardize and aggregate Encourage interaction Customer focused approach Provide visibility across teams Learnand innovate Reduce churn Assess performance Prioritize initiatives Voice of the CustomerPrograms Best practices & benefits
- 6. siftNLP Customerstory: BRP Using SIFT we can drilldown into the details of our customer comments to discover important subjects, complaints, opinions, or ideas for product and service improvements. + +
- 7. siftNLP DEMO