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.

Word clouds suck

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.

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.

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.

Customers use Wordnerds for

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.

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

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

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

Third level insight

UK Rail Accessibility Report

It doesn't tell you what's going on in rail, it tells you why.

The report includes:

Third level insight into rail passenger sentiment on accessibility
Recommendations on what can be done based on what passengers are asking for
An overview of each organisation's performance over a six week period

Plus, going beyond brand perception, see what is unique and different about each TOC, in comparison to the rest of the market.

This is the first report in our series of sectorial deep dives on rail.

Sign up to get the first report in your inbox for free.

UK Rail Accessibility Report

Customer story

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

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.

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

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.

Word clouds suck

Game-changing combination of advanced linguistics and machine learning