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.
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.
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.
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.
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 consumer behaviour. Measure and monitor changes over time, using data to develop strategies to help you react.
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 threats, opportunities to delight or identify areas 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.
Of course you know that delays, cancellations and lost reservations happen and that they’re unpopular.
That’s not third level insight.
We’ll give you insight into the most popular things to do when there is a delay, how some TOCs turn a negative situation into a positive outcome, and how you compare to the market as a whole.
Why Twitter data? Language & context: How lived experiences construct the narrative for the bigger picture
Report headlines: What we did, how we did it and what we found
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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.