Voice of customer analytics – A game changer in the era of social media explosion
Anil Chawla, Verint India
InformationWeek | Perspective | Social | July 24, 2014
Customer feedback is the single most important type of communication an organization can receive and given the valuable insight one can receive from customer feedback, the processes for gathering and analyzing feedback should remain in the forefront of the organization’s customer experience strategy. Today corporations need to have a strategy to gain structured insight into unstructured customer data such as voice conversations, text/emails, and chats. Collecting, analyzing, and taking action on what the customers say is critical for improving satisfaction and ensuring the ongoing success of any organization. With the right solutions for voice of the customer analytics, organizations can capture feedback from multiple channels (such as Facebook, Twitter, Survey comments, customer emails, chat sessions), interpret it in the context of business objectives, and empower their organization to drive change.