February 05 2013

Customer Service Poll: Majority of Companies Using Text Analytics to Gain Customer Insight

Melina Metzger, Public Relations Manager


Our last customer service poll asked our readers, “Does your company use text analytics to analyze customer feedback?” and 66.7% said “yes” while the rest said they have plans to do so soon. It’s encouraging that no one answered no.

It appears business leaders are willing to invest in increased use of text analytics, which allows companies like Safelite® to gain more insights from unstructured sources including comments on surveys, calls into the contact center, and social media.

Stop by and tell us… how have text analytics helped you improve your customer service?
Then, take a quick moment to answer the next poll question: In 2013, do you expect American companies to improve customer service, stay the same or decline?

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