CustomerCount, the online customer feedback management system, has teamed with Montreal based-Keatext, to incorporate the option of text analytics into its popular system.
“By capturing unstructured data and reporting it in a structured format, businesses can determine which words and phrases are used most often and– in what context,” says Bob Kobek, President of CustomerCount. “We teamed with Keatext not only because of its ease of use and seamless integration into our existing platform—but also because we share the same philosophy of continually improving the customer experience thereby ensuring greater customer engagement.”
CustomerCount will use the new enhancement for text categorization, text clustering, concept/entity extraction, production of granular taxonomies, sentiment analysis and document summarization. In simple terms explains Kobek “the process ‘sees’ patterns within comments on the survey and then evaluates and interprets the output.”
Charles-Olivier Simard, Vice President of Keatext says “We are extremely pleased that CustomerCount has selected us as their partner. They understand that there is a gold mine of important information in people’s verbatim comments. Keatext will help them unlock that valuable feedback and make it easy to translate into actionable items to improve customer experience.”
“Our goal is to embrace a fully engaged customer who is satisfied and loyal to a product or service. A tool that taps into language nuances is a substantial asset in this quest,” adds Kobek.
CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries. For more information, visit www.customercount.com or call 317-816-6000. Follow them at http://www.customercount.com/blog/ on Twitter @CustomerCount or facebook.com/CustomerCount
Keatext is a cost-effective, cloud-based app that quickly gives businesses a picture of their entire interaction with their customers, across all touch points so they can take the right action. Keatext uses natural language processing technology to analyze unstructured customer feedback such as customer comments, product reviews, call center transcripts and open-ended survey responses. Learn more at www.keatext.ai or follow them on Twitter @KeatextAI.