Despite the proliferation of feedback channels—review platforms, social media, emails, or live chats—effectively utilizing this data remains a challenge.
How can thousands of verbatims be transformed into actionable insights? This is where artificial intelligence (AI), and more specifically natural language processing (NLP) models, come into play. In just minutes, these tools can clarify customer feedback, detect key trends, and provide an accurate understanding of customer expectations.
Before the advent of AI, businesses attempted to decode the Voice of the Customer using manual analysis or basic tools:
These methods provided a limited overview and came with several pitfalls:
Let’s take the example of Délice Express, a fictional meal delivery company. Facing thousands of verbatims, they decided to adopt an AI solution to better understand their customer experience. Here’s the process they followed:
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1. Collect All Customer Feedback
2. "Clean" the Data
3. Divide Reviews into Segments for Better Thematic Analysis
Thanks to this approach, Délice Express was able to:
The future of customer experience lies in the ability to exploit the Voice of the Customer with precision and speed. With AI, every piece of feedback becomes an opportunity for improvement and loyalty. Don’t let your data go unused: unlock the potential of your customers' voices today with Glanceable.
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