Traditional NPS/CSAT, social listening and sentiment analysis tools do a great job with quan data but have never been good at understanding text. Their word clouds are meaningless and their abstract sentiment scores are unactionable.
As a result, brands have had no way of understanding what customers really think, on social media or in reviews, forums, customer complaint data, surveys and chat.
Our linguistics-first approach to the latest AI/NLP techniques, produces a SaaS platform that genuinely understands language... in all its misspelt, sarcastic, colloquial glory.
Our SaaS platform processes hundreds of thousands of data points from social, NPS, CSAT survey, reviews, emails, web chat and other customer data in a matter of minutes.
Our unsupervised AI tells you what people are talking about - right out of the box. See the issues that are impacting sentiment or being talked about most.
Find what’s important to you by training your own AI theme to find people talking about a specific topic, without having to guess the words people use.
Spot and track market trends or shifts in customer behaviour. Understand how trends can impact your CX and use the data to develop strategies to help you react.
Analysing thousands of data points, from super-short SMS responses to longer free text fields and social media posts.
What are customers or the market talking about right now?
See the issues that are impacting sentiment or being talked about more.
Aggregate all your customer channels to monitor feedback in one place.
Get ahead on emerging issues to find customers having problems
before it's too late.
What people are saying about the topics that matter to you - how they are changing?
Understand all the things you're known for, good and bad, how it’s changing - and how it compares to competitors.
How are you doing relative to the other brands in your space?
Spot opportunities to delight or where you need to improve.
Build an amazing place to work and improve employee satisfaction
Use insights from free-text comments to make informed decisions and predict attainment through e-learning programmes.