Text Analytics Changes Everything for Voice of the Customer
- New Paper from Allegiance, Inc. Shows How Technology Can Be Used to
Uncover Insights from Freeform Customer Comments -
SALT LAKE CITY--(BUSINESS WIRE)--Consumers generate an incredible amount of online content about brands
by posting comments that are publicly available to everyone. Most
compelling, these comments are not being said to the companies
themselves, but to the world at large. A new white paper from Allegiance
titled ?How Text Analytics Changes Everything? provides details
on how technology can be used to gather and analyze the explosion of
unstructured, freeform text from online customer comments to gain
valuable insights.
?Text
analytics needs to provide actionable results by helping to discern real
insights.?
Unsolicited customer feedback comes in many forms, including social
media, online forums and communities, blogs, or emails to the
company. According to the paper, businesses are turning to text
analytics systems to automatically process and analyze text in all
its forms so that it can be used to identify trends, uncover early
warning signs and product issues, gather suggestions for improvement and
respond to cries for help from customers.
?Due to the freeform nature and sheer volume of consumer comments, it
has been an expensive and cumbersome process to gather and understand
this unstructured data. However, text analytics technology changes this
by automating the process,? said Eric Weight, director of Text Analytics
Products for Allegiance. ?Businesses can benefit greatly by being able
to use this information to do competitive research, understand general
market trends and pinpoint emerging problems early on in the product
development lifecycle.?
In applying text analytics to gathering customer feedback from social
media, the number one challenge is identifying the fraction of comments
that are relevant to a business. To manage this, the Allegiance Voice
of the Customer (VOC) program applies smart filtering techniques to
select only the relevant information from the mountain of available
data. The power of text analytics allows companies to quickly and
accurately identify actionable issues and then adapt in real time by
taking immediate steps that will boost customer retention, differentiate
their business and quickly grow revenue.
?Many companies use legacy technology that can only discern mentions of
?shallow sentiment,? but this analysis is only marginally better than
traditional customer satisfaction research,? continued Weight. ?Text
analytics needs to provide actionable results by helping to discern real
insights.?
To download a complimentary copy of the paper ?How Text Analytics
Changes Everything? visit http://www.allegiance.com/textanalytics.
Allegiance Supporting Resources
1. Allegiance
press room <http://www.allegiance.com/news/press.php>
2. Voice
of the Customer Blog <http://blog.allegiance.com>
3. Become
a Fan of Allegiance on Facebook <http://www.facebook.com/pages/South-Jordan-UT/Allegiance-Inc/87289901462>
4. Follow
Allegiance on Twitter <http://twitter.com/allegiancetweet>
5. Allegiance
customer success stories and white papers <http://www.allegiance.com/resources/document-library.php>
About Allegiance, Inc.
Allegiance, Inc. offers next generation Voice
of the Customer (VOC) and feedback management software to help
organizations grow customer and employee loyalty and engagement. The
Allegiance Engage
Software platform facilitates survey creation and gathers responses
and unsolicited comments in real-time into a centralized online system,
saving time, effort and money. Allegiance solutions measure customer and
employee engagement, revealing precise actions to grow engagement and
increase revenue. Allegiance Enterprise
Feedback Management (EFM), predictive analytics, and professional
services combine to help businesses capitalize on engagement. In
2009, Allegiance was ranked 58th on the list of the 500
fastest growing, privately held companies in the U.S. by Inc. Magazine.
For more information about Allegiance, visit http://www.allegiance.com.
Allegiance, Inc.
Chris Cottle, 801-617-8034
chris.cottle@allegiance.comor
Chereskin
CommunicationsValerie Chereskin, 760-942-3116
valerie@chereskincomm.comRead more