What a Voice of the Customer Pilot looks like with Zurvey.io
– case study –
A guide for new users through a telecommunication company’s case
Companies with large amounts of customer feedback and a desire to improve customer experience require smart tools to achieve their goals.
The telecommunications company in this case study needed a solution to gain insights from millions of pieces of customer feedback in an integrated way, supporting six stakeholder teams within the organization.
They had not used text analytics before, but they started working with Zurvey.io in a successful 3-month VoC analytics pilot.
Key results of the CX pilot
- Well-structured reporting for all stakeholder teams
- Detection of topics that need attention to enhance CX initiatives
- Thorough categorization with industry and brand-specific custom labels
- Smooth datastreams with various BI & RESTful API integrations
- How to reduce and optimize costs while increasing the quality of CX
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Auchan
“I love working with Zurvey.io, it instantly gives me a clear overview of our customers’ feedback. Neticle’s expert analyses save the Market Research Department significant amounts of time, since they give us sharp, definite recommendations about the areas we need to improve. We integrate these into our strategic decisions in order to further improve our customers’ shopping experience.”
Raiffeisen
“As a CX leader, I thrive in collecting, analysing and extracting insights from customer feedback. Neticle, with their advanced technology and customer centricity, have been instrumentation in our efforts to harness the power of unsolicited (text) feedback – a source of insights that is continuously increasing in importance as we digitize our customer journeys.”
Xdroid
"Zurvey.io has an intuitive GUI and nice graph-type visualization of topics and sentiments that help better understand customer surveys and messages on a larger set of data, e.g correlating sentiments, name entities, locations, and verbs. It supports almost all European languages handles negations, double negations as well."
