Use Case: Theme and Sentiment Analysis

Challenge:

We had a client who was in need of support in understanding what their customers were saying to them. They were lucky to receive over 2000 verbatim feedback quotes a week but did not know how to understand them.

 

Actions:

  • We provided a tool that reads all of their contact streams, social, email, calls, feedback.
  • The tool has a dashboard that translates the content into actionable themes for their key teams; Product, Project, Business owners.

 

Outcomes:

  • The tool gave the team access to an explorable interface that told them what the challenge themes were.
  • It enabled exploration into the details to identify changes or fixes.