A new function within Sprinklr Research automatically categorizes and consolidates customer feedback about products from social media, review sites, and surveys
Sprinklr, the world’s first Unified Front Office Platform for modern channels, announced the release of its Product Experience Insights function within Sprinklr Research. Product Experience Insights automatically categorizes customer comments across social media, review sites (including Amazon, Walmart, and Best Buy), and owned data such as surveys, focus groups and emails which are related to product packaging, design, features, or value. Brands can now drive revenue, reduce costs, and lower risk by optimizing products based on real-time, actionable research.
The Challenge: Disconnected, Outdated Research Methods
Gathering customer feedback is key to long-term growth. Yet, according to McKinsey Research, “…many companies still spend the bulk of their research budget on traditional techniques which leaves them with a limited and often incorrect view of what customers want. That is a recipe for obsolescence in today’s economy.”
While traditional research methods are important, the millions of dollars that businesses spend on emails, reviews, surveys, and website analytics often yield an incomplete understanding of product feedback.
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The Solution: Sprinklr Product Experience Insights
With 11 industry-specific machine learning models in nine languages, Product Experience Insights goes beyond Sprinklr standard listening capabilities by identifying product attributes and categorizing them with a high degree of accuracy.
Outcomes:
1. Gather real-time feedback on a product’s color, packaging, performance, size, or taste.
2. Identify fake products being sold by online retailers.
3. View competitor product feedback to see how your brand ranks with consumers.
4. Get alerted when there are unusual conversations about your product online.
“Gathering actionable research about your products is essential for creating happier customers. Most companies have a number of disconnected methods for pulling customer insights without a consolidated view. As a result, valuable customer data becomes a mess and product managers don’t know where to make improvements,” said Grad Conn, Chief Experience & Marketing Officer, Sprinklr. “With our expanded product experience research capabilities in Sprinklr Research, we’re helping brands anticipate product issues and deliver improvements months and maybe even years faster, driving sustainable competitive advantage for companies smart enough to switch to Sprinklr.”
“Sprinklr parses huge volumes of data to offer companies a holistic, 360-degree perspective on the customer experience, aids with macro decisions using Big Data analysis, and eventually builds deeper relationships with consumers,” said Aravindh Vanchesan, Industry Manager – Digital Media Practice at Frost & Sullivan.“With a single platform and codebase, Sprinklr uses listening data to power insights across an organization…with the same integrated view of the customer, thereby out-performing single-purpose solutions.”