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Sentiment Surveys & AnalysisUnderstand the True Feelings of the Customer

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.

Why Care?

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:

  • Increase accuracy of customer satisfaction indices
  • Capture details on dissatisfied customers
  • Identify more actionable experience issues and service improvements

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.

Key Points

  • Quantitative surveys do not capture customers’ underlying feelings and perceptions
  • Human analysis of customer sentiment captures more actionable service insights, correlates satisfaction trends, and offers the best method for discovering dissatisfied customers
  • SkyCreek’s multi-channel sentiment solutions offer unstructured feedback and low-cost human sentiment analysis

Sentiment Surveys & Analysis

SkyCreek sentiment survey and analysis solutions are fully customizable to the specifics of your operation and to the objectives of your customer care strategies. Our human analysis team currently processes thousands of customer sentiment surveys a month for some of the largest front-line customer service operations in North America.

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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.

SkyCreek Advantages

  • Deep customer survey and sentiment analysis experience and best practices methodologies
  • Customized, multi-channel sentiment survey capabilities across IVR, SMS, and email channels
  • Low-cost, highly effective American sentiment analysts to precisely interpret customer verbatims
  • Ability to add sentiment capture to any customer contact process
  • Customizable sentiment rating options
  • Customizable reporting and dissatisfaction alerting processes
  • Integration of sentiment feedback comments into CRM and other management systems
  • Hierarchical management of survey result across divisions, functions, locations, management levels and by individual employee
  • Professional-grade voice talent and cutting-edge text-to-speech calling options
  • Integrated multi-language IVR support
  • Fully-redundant, SSAE-16 hosting infrastructure with data centers in Reston, Chicago, Dallas and San Diego
  • Dedicated account management to fine tune quality, timing, delivery, channel selection, and other variables critical to success

Contact us for a demo of our multi-channel customer sentiment survey solutions