Reinforce customer support with email analysis
What does your email’s sent and received folders say about the satisfaction of your customers? A lot.
- Whether you’re working with Microsoft Office 365/ Exchange server/ Google Workspace (Gsuite), setup only takes a few clicks.
- We automatically tag your email data based on topic, issue, or intent.
- Do you need a consistent metric to prioritise? Look no further: our entity oriented sentiment analysis and opinion index is a great base to decide which complaint is the most urgent.
- Using custom labels, you can tailor our tagging process to fit your own team’s criteria.
CHAT & INSTANT MESSAGING
Reveal the most important pain points in customer messages
- We can channel your data from the most frequently used chat and instant messaging softwares, like Facebook Messenger, Twitter messenger, WhatsApp and Microsoft Teams.
- With emotion analysis, categorise chat discussions and understand patterns that lead to escalation or churn.
Gain a deep understanding of discussions from your company’s social media channels
With an advanced integration of Neticle Media Intelligence, we can provide:
- Full coverage of social media - Facebook, Twitter, Instagram
- Rapid detection of social platforms - you won't miss any comments
- Data enriched with interactions - We also collect interaction data (likes, shares, reactions, view count etc.) of social media posts
- Own reach model - We have our own prediction model to estimate social media reach
- Geographical segmentation - Our data collection procedure has a heavy geographical focus, which means separating mentions based on their country of origin (for example: Austria/Germany, Serbia/Croatia)
CONTACT CENTER DATA
Improve agent coaching with text insight directly from customer feedback
- Easy to set up connectors for Genesys Cloud, Verint Express, Anywhere 365, Skype Business, Zendesk
- Reveal hidden semantic patterns, including vocabulary, jargon and style which influence satisfaction and result higher NPS scores
- Analyse the discussions of top performer agents and gain insight on their tone and style
- Check if your agents are using the required speech protocols and offering current sales promotions
We handle your data with security and care
Masking Sensitive Data
“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.”
"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."
“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.”