Emails, online reviews, tweets, call center agent notes, and the vast array of other written feedback, all hold insight into customer wants and needs. But only if you can unlock it. Text analytics is the way to extract meaning from this unstructured text, and to uncover patterns and themes.
One Clarabridge customer collects about 700,000 transcripts of post-call surveys every month – and that’s just one of the 60 sources of customer feedback they are analyzing. Most businesses need help – and they’re increasingly turning to text analytics software.