The board room cares about numbers like NPS/CSAT, complaints volumes, and churn. But the data we have to understand and affect those numbers are words. Organisations are struggling to understand- in real-time and at scale- the many things their customers are trying to tell them.
This has resulted in the lowest customer satisfaction levels since 2010. - UKCSI Report July 2024
Our Unique Approach: Flexible, Transparent & Deep Insights
We've developed our platform for Insight & VoC teams around three pillars:
Depth: Go as many layers into your feedback as you want e.g. Delivery > Flowers > Bouquets > Rose & Peony Leaking
Trust: Each theme shows verbatim included and how accurate it is. Improve accuracy using our theme training technology
Bespoke-to-you: Every business is different and so our platform is fully customisable allowing you to track anything you want
Analyse all your feedback data in one place
Wordnerds integrates with customer feedback from virtually any source, giving you a holistic and consistent understanding across all your feedback:
CRM
Surveys
Reviews
Complaints
Social media (Tweets, Posts)
Call centre and chat transcripts
See what your biggest issues are and prioritise them effectively
Wordnerds classifies your feedback into distinct themes and topics allowing you to see:
The sentiment of a theme (Very Unhappy - Very Happy)
The volume of people talking about it
How different segments are reacting
You can use our pre-trained themes or create your own at any time.
Be confident your themes and insights are accurate
Every theme is transparent showing you exactly what verbatim is included/excluded. We also give each a health score.
You can remove things you don't want and improve accuracy through our simple-to-use theme training process.
Track and measure your impact on themes over time
Measure and report with confidence on how themes are tracking over time. Answer questions like:
Is the issue getting bigger/smaller?
Has the sentiment around the issue improved?
Are there any new interesting topics popping up?
You can do this on our platform with native reports or easily export data into your BI tool to report alongside your other data.
Frequently Asked Questions
What types of data do you work with?
Wordnerds works with various types of customer feedback data, including text from surveys, social media, reviews, emails, and chat transcripts.
Our platform is designed to handle any form of text-based customer feedback.
How do you integrate with our data sources?
There are several different options available:
- Direct CSV Upload
- Upload from your data warehouse via API
- We can also output any enriched data back into your data warehouse
What makes Wordnerds different to other providers?
Most providers are black boxes. It's difficult to see what goes into each classification and they're typically not flexible to your business's unique needs.
We've developed our platform for Insight & VoC teams around three pillars:
Depth: Go as many layers into your feedback as you want e.g. Delivery > Flowers > Bouquets > Rose & Peony Leaking
Trust: Each theme shows verbatim included and how accurate it is. Improve accuracy using our theme training technology
Bespoke-to-you: Every business is different and so our platform is fully customisable allowing you to track anything you want
How much does it cost?
We offer one-off fully managed reports from £5,250 excluding VAT.
For always-on support our prices start from £1,750 excluding VAT per month scaling dependant on your needs.
Speak to one of our team if you're curious to learn more — that's Pete over there, he's quite lovely for a CEO. We promise no salesy stuff until you know we're the tool for you.
Explore our blog
Bias deep-dive 1: Is Strictly biased?
Is Strictly Come Dancing biased, and what can this tell us about AI?
October 14, 2022
Five ways AI will revolutionise student recruitment
Discover how AI is about to completely change the higher education recruitment and marketing is done.
May 11, 2022
Santa's Shattered Sentiment
We’ve looked at the language people used in conversations about the 2021 Christmas ads and what it reveals about how ads made them feel.
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