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NetBase Launches Cross-Channel Customer Experience Analytics

Social Analytics Leader Provides Out-of-the-Box Availability of Comprehensive Voice of the Customer Feedback for Actionable Business Insights

NetBase, a global leader in enterprise social analytics, announced the availability of a comprehensive, cross-channel Customer Experience Analytics solution that combines Voice of the Customer (VoC) with social analytics. This out-of-the-box solution gives brands actionable business insight from customer feedback regardless of when it occurs. The NetBase VoC solution eliminates costly integration headaches by providing standardized analyses for customer feedback including automated sentiment, passion scoring, top conversation rankings, drivers of low and high ratings, and trending and geolocation.

@NetBase today announced the availability of a cross-channel Customer Experience Analytics solution that combines VoC with social analytics.

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Paige R Leidig
Paige R Leidig

“CMOs and brands are increasingly competing on the customer experience, and broad customer experience analytics can be used to inform and improve every aspect of a business,” said Paige Leidig, CMO of NetBase.

Paige added, “For too long brands have kept the data siloed due to the cost and complexity of implementing a solution. NetBase has eliminated this concern and delivers a solution that adds social listening insight to surface what surveys miss, to confirm the priority and magnitude of feedback, and to add competitive intelligence.”

The new Voice of the Customer offering is an extension of NetBase’s social listening and analytics capabilities that leverage the company’s Natural Language Processing strengths with unstructured text, enhanced with hard data metrics and friendly end-user tools for business analysis and reporting. It provides businesses with a single, integrated platform for processing and analyzing customer feedback from multiple data sources including social networks, online communities, reviews and ratings, internal systems and digital media.

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Ryan Heck
Ryan Heck

“NetBase’s Voice of the Customer module has helped us better understand our guests’ experience at each individual location,” said Ryan Heck, Senior Manager of Marketing & Analytics for Texas Roadhouse.

Ryan added, “The tool’s ability to analyze large amounts of guest feedback and present it in easy-to-understand dashboards has helped us identify strengths and opportunities at both the local and brand level.”

It is designed as an easy-to-implement analytics complement to existing customer care, engagement and feedback processes. NetBase VoC does not replace or disrupt these systems.

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Key benefits of NetBase’s Voice of the Customer offering include:

  • Simple Integration – NetBase VoC delivers Out-of-the-Box availability of standardized analyses for customer feedback including automated sentiment, passion scoring, top conversation rankings, drivers of low and high ratings, and trending and geolocation This eliminates the need for time-consuming, multi-million dollar custom solutions.
  • Comprehensive Insights – Enables broader insights versus fragmented reporting from disparate systems where feedback resides by combining customer feedback data from sources including online communities, Call Center records, surveys, emails, web and support forums, and product and local review sites.
  • Improve Responsiveness – Real-time identification of customer experience insights enables businesses to address quality, operations and customer service issues quickly and efficiently.
  • More Accurately Quantify Customer Impact – By blending NLP feedback with other data, brands can more accurately quantify the impact of experience issues on customer loyalty, cost of sales, new sales and company performance.

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