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Customer Experience Analytics

Customer experience data is more meaningful when you can extract accurate insights. NetBase delivers sharp, accurate and relevant customer insights taken from all sources of customer feedback including short phrases on social media, long-winded reviews on digital forums, sarcastic survey responses, and other sources of customer service feedback.

Customer experience data is more meaningful when you can extract accurate insights. NetBase delivers sharp, accurate and relevant customer insights taken from all sources of customer feedback including short phrases on social media, long-winded reviews on digital forums, sarcastic survey responses, and other sources of customer service feedback.

TURN UNSTRUCTURED DATA INTO ACTION

Customer experience data can be found everywhere including social media, surveys, focus groups, CRM data, chat logs, and support forums to name a few. But given that 90% of this data is unstructured makes it difficult and time consuming to analyze. NetBase applies advanced next generate Artificial Intelligence across all sources of customer experience data to eliminate data silos and create a single unified voice of your customer – one that drives strategic business decisions.

  • Collect, analyze, and correlate all customer data to surface insights with confidence and consistency
  • Eliminate errors and reduce the latency for delivering critical insights to the business
  • Improve organizational alignment and increase business agility with meaningful customer insights and a unified customer voice

GET TO THE RICH INSIGHTS YOU NEED

Context is critical to any customer experience program. And specific insights are essential to driving decisions and strategy throughout your entire organization:

  • Grow your business by understanding the loyalty concerns your target customers have, and how to keep them happy
  • Know how your brand is perceived across industry specific KPIs. Industries include retail, restaurant, food & beverage, consumer packaged goods, automotive, finance and more
  • Save time with over 1000+ certified themes that surface the exact conversation you want to understand

UNDERSTAND THE CUSTOMER PURCHASE PATH

Know what is and isn’t working to ensure you are putting your best foot forward.

  • How are customers experiencing each phase of the journey including – consideration, purchase intent, purchase and loyalty?
  • Where are customers getting stuck and what should you do about it, with this new, immediate visibility into their challenges?
  • How does your experience stack up to competitors, and what are competitors doing that is and isn’t working?

DELIVER OUTSTANDING CUSTOMER EXPERIENCES

Empowered with the best analytics, your CX team will be completely in tune with your customer voice and data-driven programs. Understand the opinions, emotions, and intent shared by customers at every stage of the customer journey and create outstanding customer experiences that boost engagement, drive revenue, and increase retention.

  • Improve your customer focus to deliver more personal and relevant customer experiences
  • Identify opportunities throughout the customer journey to increase engagement and improve satisfaction
  • Effectively track brand sentiment and passion over time to measure your progress

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