Faced with millions of comments? KANA technology cuts to the chase
The information you need to better understand your customers is out there. It's the conversation your customers are having right now on social networking sites like Facebook and Twitter and countless review sites, in the thousands of emails to your customer service reps, and on communities and forums all over the Internet. But to read it all, to sort through the mass of it, to extract the insight needed to take action and actually improve the customer experience, is no simple task.
KANA text analytics solutions are up to the job. KANA Experience Analytics is a customer listening system that uses text analytics and advanced natural language processing (NLP) to analyze textual data—including unstructured text—across the channels your customers are using.
The first of its kind to combine a proven statistical-based engine with leading edge linguistic capabilities, KANA's sophisticated natural language processing engine offers accurate text classification and robust analysis of customer comments. The statistically-based analysis allows it to be "language agnostic," meaning it can work with many languages, dialects, and slang—the latter being especially useful for "Internet speak" and acronym-heavy SMS text messaging.
Reliably identify topics and sentiment from individual comments in social media and customer feedback using phrase-based analysis. See how.
Analyze and dive into the comments being made about your products and services, from high level analysis to detailed view. See how.
KANA solutions for text analysis goes well beyond mere social media monitoring and keyword analysis to interpret sentiment, understand meaning and identify emerging topics in the customer conversation. Whether feedback is positive or negative, you'll want to know what's driving it. By correlating attributes such as age and gender with, for example, topics and sentiment, you will have a very precise understanding of customer conversations. KANA Experience Analytics gives you big picture insights and critical issue alerts, right down to the actual comment, its author and source.
The KANA solution for text analytics goes well beyond social media monitoring and reputation management, enabling businesses to leverage what customers are saying about them to actually improve the customer experience.
There's no time like real time
Comments are processed in milliseconds, which means you can respond to your customers in real time. The automatic triggers you select will spot and match incoming messages with the chosen criteria on a running basis, routing important comments to the CRM system and relevant staff for appropriate action and timely response.
With the right text analytics solution you get more value from the information accessible in social media sources as well as in direct-to-company feedback. You can fully grasp the voice of the customer, understand the end-to-end customer experience and improve it
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