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How can text analysis improve your customer service? Part 3 – Customer feedback

By |October 30th, 2018|Customer Feedback Analyser|

In the previous two parts (Part I; Part II) I have already talked about how to improve customer service by handling your emails and phone calls smarter. In this post, I will focus on customer feedback and share few use cases how analysing customer feedback wisely can help you improve customer experience in your company. [...]

NPS: Kas soovitaksite meie teenust/toodet oma sõpradele?

By |July 29th, 2016|Customer Feedback Analyser|

Üldiselt on teada, et kui inimesel on valikuvõimalus ning turul saadaolevate sarnaste teenuste tase erineb, eelistab ta oma raha kulutada seal, kus pakutakse parimat teeninduskogemust, kirjutab Feelingstream’i kaasasutaja ja konsultant Terje Ennomäe.  Ikka ja jälle näeme erinevaid teenusepakkujaid end reklaamimas umbes nii: kliendid soovitavad meid! Meie soovistusindeks on 80%! Mida aga kliendid tegelikult mõtlevad, andes [...]

Estonian customer experience professionals rock!

By |April 28th, 2016|Customer Feedback Analyser, workshop|

We had our first ever customer experience gathering yesterday, together with one of our partners Recommy and our first customer, Telia, was also present! It was an amazing morning full of passionate people about customer experience. I can honestly say that I am very satisfied about the attitude in Estonia to improve customer experience. Personally, I [...]

Interpreting Customer Feedback Beyond NPS Score

By |April 18th, 2016|Customer Feedback Analyser|

Interpreting customer feedback beyond NPS score can be trickier task that you might think. Imagine this. You have composed a clever questionnaire with carefully worded questions. It presents tested categories for ranking between best to worst or fastest to slowest. You have added a box for free form comments that you dread to analyse. The [...]

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