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The Intouch Insight CX PLatform is a cloud-based solution designed to help multi-location businesses in retail, F&B and hospitality industries manage customer experience across multiple channels. It is a scalable Customer Experi...Read more
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Unstructured data in emails, call center transcripts, and social media conversations are a treasure trove for understanding customer experience. One of the ways to organize and understand this unstructured data is to perform a text analysis. The process involves using a combination of statistical and linguistic approaches to analyze the data and derive insights.
Businesses with considerable IT expertise and budget might want to develop technologies in-house to perform this function. However, for most (especially small and midsize), these resources could be scarce, making in-house development tough.
Off-the-shelf text analysis software provides a viable route for the latter category. The option is also suitable for businesses that want a plug-and-play tool to analyze customer interactions.
In this buyers guide, we’ll explain what text analysis solutions do, their common features, and other considerations to help businesses make informed purchase decisions.
Here’s what we’ll cover:
Text analysis software is a tool that helps mine insights from unstructured business data that are scattered across various tools and platforms. This provides the opportunity to leverage interactions between businesses and clients to understand customer experience, grievances, and recommendations and then act upon them.
Sentiment analysis reports in Clarabridge Analytics (Source)
Text analysis software helps derive insights from unstructured textual data. Below are the key features of the software.
Data extraction | Extract textual data from various channels—social media, online chat, self-service knowledge base platforms, emails, CRM systems, etc.—that are repositories of customer interactions, by manually importing data or via API integrations. |
Topic clustering | Automatically classify or allow users to configure aggregator terms, to group similar content into hierarchical and searchable categories. |
Sentiment analysis | Determine the sentiment of the content author (the customer in this case) by using scoring mechanisms that classify content as positive, negative, or neutral. |
Reporting dashboard | Derive insights in the form of summary reports of customer sentiments or by visualizing findings in the form of charts and graphs. |
The right type of text analysis software depends on your unique requirements coupled with the expertise level of your in-house IT team. Below are the two buyer categories based on these factors.
Before buying a text analysis tool, businesses should carefully analyze its capabilities and check out alternatives such as open source platforms or outsourced data analytics services.
Note: The applications selected in this article are examples to show a feature in context and are not intended as endorsements or recommendations. They have been obtained from sources believed to be reliable at the time of publication.