CustomerCount® Adds Text Analytics Upgrade to Customer Feedback System
CustomerCount®, the leader in online customer feedback management, partners with Keatext to incorporate the option of text analytics into its popular system. Now CustomerCount offers the upgraded version of the Montreal-based company’s sophisticated analysis component as part of its growing suite of services.
CustomerCount clients use Keatext directly through its robust report portal for text categorization, text clustering, concept/entity extraction, production of granular taxonomies, sentiment analysis, and document summarization. In simple terms explains Bob Kobek, President of Mobius Vendor Partners, the developer company of CustomerCount, “the process ‘sees’ patterns within comments on the survey and then evaluates and interprets the output delivering precise and actionable interface with our other 70+ reporting templates.”
Keatext takes unstructured data from the verbatim comments from responders and reports them in a structured format helping businesses determine which words and phrases are used most often and– in what context. The power of Version2 lies both in the report export capabilities such as user-friendly graphs as well as the further breakdown of categories into four primary buckets: Praises, Problems, Suggestions, and Questions. The upgrades allow users to pull out data for each component and further cross-reference it with others.
Another valuable new tool of Version2 is the value to analyze, review and report on the TripAdvisor® survey responses embedded in CustomerCount’s post-stay surveys.
Lisa Kobek, Sr. VP/Operations Mobius Vendor Partners (creator of CustomerCount) explains further. “For instance,” she says. “A client sees that ‘front desk reception’ frequently comes up in the comments. They can also see the word ‘slow’ appears in the problem category. By correlating the frequency of the verbiage together or in conjunction with other indicators, the review drills down into specific actionable items to improve customer service.”
“We originally 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,” said CustomerCount President Bob Kobek. “The recent enhancement is more flexible and helps our clients zero in on the voice of the customer. The new option, combined with CustomerCount’s numeric data, helps them work on constructive problem solving to achieve positive and powerful results.”
Narjès Boufaden the founder and CEO of Keatext adds, “KeatextV2 is bringing customer insights to a higher level of actionability by giving evidence or the context into why customers like or dislike a particular product or service. Uncovering the root causes for dissatisfaction provides effective ways to solve the problem in a way that can truly impact customer experience.”
Existing CustomerCount Keatext subscribers will be offered the upgrade at no cost for a limited time. For a demonstration of the power of CustomerCount and the KeatextV2 contact LisaKobek@MobiusVP.com
About CustomerCount®
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.
About Keatext
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.
