SkyCreek’s cost-effective multi-channel (IVR, Email, Text) customer sentiment survey and analysis solutions captures unstructured feedback from customers to produce actionable insights into service quality, experience consistency, and brand perceptions.
While quantitative survey methods are valuable in understanding customer satisfaction trends, they fail to capture the true voice of the customer. Today’s service leaders need to provide opportunities for open-ended customer feedback to gain insight on via communications nuances—such as word choice, tone, and energy. Today’s machine-based voice and text recognition sentiment analysis solutions simply cannot meet these needs.
Adding options for freeform comments to surveys empowers companies to:
All this insight can drive more robust, service-differentiating customer experience management programs.
Relying on automated voice and text recognition processes to analyze unstructured customer feedback often produces marginal results. These technologies lack ability to process accents and detect subtle meaning, sarcasm and jargon, which drives need for human post-processing.
Several companies have replaced both fully manual and fully automated sentiment capture and analysis programs with SkyCreek solutions. Our contact management platform, eContact, dynamically presents unstructured feedback opportunities to customers engaged in front-line service interactions and assigns captured feedback for human analysis. eContact also alerts and dispatches dissatisfied customers to resolution teams and customizes the reporting of sentiment results to the needs of the business.
Through SkyCreek’s professional and integration services we can integrate more accurate sentiment results and detected customer dissatisfaction into other customer management systems to increase issue responsiveness further. Our sentiment solutions correlate results with other survey inputs and offer customized analysis options.