CustomerCount® Text Analytics Reports Impact Customer Experience

Robert Kobek, RRP,

CustomerCount®, the online customer feedback management system, has teamed with Montreal-based Keatext, to incorporate the option of text analytics into its popular survey system. A recent case study involving CustomerCount client Breckenridge Grand Vacations (BGV) that by leveraging text analytic functionalities of Keatext and the survey and reporting capabilities of CustomerCount, BGV gained valuable visibility across unstructured channels, simplified internal communication and boosted customer happiness.
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“Using this analytical tool, 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.”

BGV Director of Owner Relations Rick Tramontana said the, “Keatext integration helped us identify trends that could be improved either at the location level, across one of our departments or even at an entire company scale.”

BGV was able to track sentiment over extensive time periods; follow the impact of key campaign, milestones and decisions; get instant feedback; compare and contrast sentiment across surveys, channels and segments; understand issues across multiple channels and identify all trends and implement changes quickly.

“Ultimately, our model is to give our owners the absolute best experience possible. That way, the next time they’re sitting at a sales table, they’re more likely to buy more from us. So, we really saw this as an opportunity to make what was already good that much better, and to take it to the next level,” continued Tramontana.

According to Narjes Boufaden, CEO and founder of Keatext, “We are proud of our cloud-based AI-powered text analytics for feedback interpretation. The synergy with CustomerCount and its power online survey tool boosts the information reported to help organizations improve the customer experience. The results from BGV show the power of this technology.”

“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.

About CustomerCount®

CustomerCount is a feature-rich, cloudbased 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 CustomerCount.com/blog, on LinkedIn.com/Company/CustomerCount, on Twitter @CustomerCount or Facebook.com/CustomerCount.

About Keatext

Keatext (www.Keatext.ai) is a plug-and-play AI-powered platform that synthesizes in seconds large volumes of feedback from multiple channels (such as open-survey questions online review and social media posts) to produce actionable insights delivered on one comprehensive dashboard. Designed to minimize response time, Keatext is the industry’s most agile cloud-based opinion-analysis engine, relying on deep learning and a rich, ever-growing knowledge base.

About Breckenridge Grand Vacations

Breckenridge Grand Vacations (www.BreckenridgeGrandVacations.com) is a family built timeshare and resort development company founded in Colorado in 1984. Today, the business comprised four resort properties, 25,000 owners and a staff of over 600.