The company is a multidisciplinary technology outsourcing and engineering consulting provider with presence across USA, UK and Netherlands. They cater to varied sizes of customers ranging from SMB’s to Fortune 500 companies.
In order to enhance their services and customer experience, the company actively sought existing client satisfaction levels of all customers spread across regions.
For this, they regularly conducted six-monthly surveys for structured and detailed feedback. They also received quick and colloquial feedback in meetings, chat messages and emails that was documented.
However, due to a lot of unstructured customer sentiment data lying in various siloes, the company found it difficult to manually decipher, identify and ascertain actual levels of customer satisfaction to make the required changes. They partnered with Hitech Analytics for automated analysis of these unstructured text data and get valuable insights on customer feedback.
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Hitech Analytics delivered a Machine Learning based model for automated analysis of textual data in database. The process included scanning emails and documents to determine the exactly expressed customer sentiment. This model was used to deconstruct the text, tag, parse and classify the data based on emotion and opinion to make sense of the feedback.
Along with this, an intuitive dashboard provides web-based notifications and email alerts every 12-hours to respective stakeholders about existing customer sentiment.
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