Text Analysis
Break the mould
Collecting customer feedback is only part of the customer engagement challenge. The key to making the most out of your feedback is to truly understand it.
Traditional methods of understanding customer comments can be costly, maybe that’s why 75% of feedback remains unread. At the heart of Rant & Rave sits the ‘Sentiment Engine’, a tool which has been developed in association with the University of Birmingham to help companies deal with the growing volume and complexity of customer insight.
Sometimes hidden amongst hundreds of customer comments there can be invaluable information which can open market opportunities or lead to business transformation. The engine uses cutting edge technology to understand every word of your customer feedback for you. Each item of feedback can contain multiple observations. For instance the same comment might rate the food as ‘delicious’ but the service ‘poor’. Rapide’s technology is capable of understanding each part of the comment separately. Identifying each unique topic and the sentiment expressed alongside it, so you don’t miss a thing.
Analyse this
 Research conducted by Warwick Business School (WBS) compared the power of Rant & Rave to manual human analysis. Results showed that not only was Rant & Rave the more cost effective option but it was also a great deal faster. While human analysis to the same degree of accuracy would take an average of 125 hours to process 1000 comments Rant & Rave is capable of presenting back results in real-time.
Research by WBS found that Rant & Rave could offer far more complex analysis than a human in a fraction of the time.
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"I absolutely love it. The analysis we gained from Rant & Rave was really useful. It helped us to pick up on our customers’ issues quickly and it told us what they liked about the service."
- Julie Vincent, Customer Service Manager, Hallmark |
Be unique
The Sentiment Engine is designed to help organisations gain insight quickly; finding weaknesses, identifying opportunities and helping to build brands, products and services. No other text analysis platform is capable of performing such accurate sentiment analysis. Most customer insight solutions can identify the positives and negatives of customer feedback but fail to answer the WHY. Rant & Rave does both. We dig deeper in to customer feedback to provide organisations with insight they can act upon.
Because we know no two companies are the same the way in which Rant & Rave processes feedback is entirely flexible. Any type of feedback can be understood, letting you ask your customers a question directly or allowing you to collect whatever their thoughts may be. If a particular issue is important to you then the platform can be fine tuned to lead you to the information you want, when you want it.
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