Understand Your Reviews At Scale With Text Analytics

One of the most important things we do at Customer Alliance is help clients not only collect but also analyse customer feedback. Part of that is understanding exactly what they're talking about. That's where text analytics comes in!

How Does It Work? 

In a nutshell, Text Analytics combines rule-based modelling of human language with various data technologies. 

Working together, they break down a piece of text, identify each phrase with a sentiment or feeling and give a score to each phrase.

This helps the computer to really understand its meaning, including the writer’s intent, and determine whether the phrase is positive, neutral or negative.

How Text Analytics Helps You Get More From Your Reviews

This new feature allows you to analyse all your reviews at once, showing you the most popular topics amongst your customers, how many times each has been mentioned and even the exact reviews that contain those topics.

You can then dive even deeper to see which subtopics are being mentioned (for example, if one of your main topics is ‘Facilities’, your subtopics might include ‘Bar’ or ‘Parking’). 

More than one location? No problem! You can also see how your reviews are split between each one, while filters allow you to focus only on reviews with a specific sentiment or left during a certain period of time. If the review is not in your language, you can even translate it on-screen.

To sum up, text analytics helps you better understand your customers’ expectations and get valuable feedback in just a few clicks. Get in touch with your Customer Success Manager to find out more!