siftNLP

Building Text Analytics Into Your VOC StrategyMarch 3rd 11AM PST/ 2PM EST

Jay FiliatraultCustomer Success Director

KEATEXTWebinar Series

siftNLP

Cases descriptions

SurveysCommunities

Call notes/transcripts

Chat Emails

Internal comments

Customer Feedback Ecosystem

a

siftNLP

of CX Data is unstructured

95%

Unstructured Data outweighs Structured Data 5:1.

Customer-centric companies need to make sense of their unstructured data to better understand and influence the customer journey.

Mark Benioff, CEO Salesforce

siftNLP

Choosing a Text Analytics Solution

Text Mining EnginesAPIs

Customizable

Development resources required

Integrate to BI tools for reporting

Enterprise PlatformsLarge rollout

Professional services

Tuning and customization

Displacing existing solutions in use

Text Analytics Appü No integration

ü Flexibility

ü Easy to use

ü Quick results

siftNLP

Standardize and aggregate

Encourageinteraction

Customer focused approach

Provide visibility across teams

Learn and innovate

Reduce churn

Assess performance

Prioritize initiatives

Voice of the Customer ProgramsBest practices & benefits

siftNLP

Customer story: BRP

Using SIFT we can drilldown into the details of our customer comments to discover important subjects, complaints, opinions, or ideas for product and service improvements.

+ +

siftNLP

DEMO

siftNLP

Q&AThank You!