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Meaningful insights for the best customer experience

Wordnerds helps brands make better strategic decisions with an objective, accurate and actionable understanding of what customers and employees are *really* saying.

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Data-led customer intelligence
Wordnerds Rail Accessibility Sentiment Twitter Study

Word clouds suck

Wordnerds-platform-updated

What seems like a great source of information can cause a company to do many bad things.

Traditional NPS/CSAT, social listening and sentiment analysis tools do a great job with quan data but have never been good at understanding text. 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.

Wordnerds is different.

Game-changing combination of advanced linguistics and machine learning

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. Grouping topics by what customers are talking about, irrespective of the vocabulary they use.  

Find customer problems quicker

Real-time insights. However big the dataset

Process hundreds of thousands of data points from social, NPS, CSAT survey, reviews, emails, web chat and other customer data in a matter of minutes.

Find the topics and trends your customers are talking about

What issues are your customers raising?

See the issues that are impacting sentiment or being talked about most. Our unsupervised AI tells you what people are talking about - right out of the box.

Next generation sentiment

What do you want to know about?

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.

Trend changes and shifts in customer behavior

Understand how trends can impact your CX

Spot and track market trends or shifts in consumer behaviour. Measure and monitor changes over time, using data to develop strategies to help you react.

We do this already for some of the biggest brands in the world

Analysing thousands of data points, from super-short SMS responses to longer free-text fields and social media posts.

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Customers use Wordnerds for

Real-time CX Insights

Real Time Monitoring 

What are customers or the market talking about right now? 

See the issues that are impacting sentiment or being talked about more. 

Building a case for action | Wordnerds

Single Voice of Customer

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.

Market Research with Wordnerds

Market Research

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.

Competitor insights and benchmarking | Wordnerds

Gap Analysis & Competitor Benchmarking

How are you doing relative to the other brands in your space?

Spot threats, opportunities to delight or identify areas to improve. 

Voice of employee | Wordnerds

Voice of Employee

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.

Discover the stories behind the data with Wordnerds

Discover the real stories behind the data

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Data Reporting Masterclass

How to report on the public's opinion of your strategic goals

You will learn:

  • How to present data in a way that will speak to the big kahunas in your organisation
  • A methodology for generating and monitoring customer opinion at scale 
  • How to show off text in a quantitative report with the super-patented QualQuant Quadrant (we’ll probably change the name)

Hosted by Scotland's tallest linguist* Wordnerds CSO, Steve ErdalWebinar landing page banner

 

 

Date TBC

Customer story

Is there more that can be done to help passengers making essential journeys feel safe?

Transport for Wales x Wordnerds

When passenger safety is at the core of your brand’s values, this is a question you're going to ask yourself again and again.

But Passengers don’t always complain in plain sight, or even in the same way. Especially when talking about feeling safe.

So how do you analyse siloed data to get the clearest picture of how customers actually feel about a topic you care about?

This was Transport for Wales' main objective when they first started using Wordnerds. 

READ

A different approach

Deep language understanding - a linguistics-led approach that genuinely understands the context of words
Safe and ethical - we use open and owned data securely, responsibly and in line with GDPR laws
AI-as-a-Service - train your own AI model to find the data you care about without any data science chops

A different approach to text analysis | Wordnerds

 

If you’re not acting on what your customers
say about you, speak to Wordnerds.

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Wordnerds Cityscape - welcome to our world