Customer Feedback Analytics

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Multi-Channel Feedback Analysis

Customer feedback analyticsis at the heart of the NICE Fizzback engagement platform. Make sense of—and act on—customer feedback in any format, from any channel with this automated, conversation-savvy system.

 

NICE Fizzback collects unstructured customer feedback generated through text message, email, web, social media, IVR, mobile app and forms. Its built-in Natural Language Processing engine automatically performs customer feedback analysis, structuring and categorizing the data, and extracting meaning, context and location. This smart engine learns from each interaction to produce clear, coherent and actionable intelligence. In fact, building on the millions of messages it has already processed, it has developed—and continues to grow—a repertoire of grammatical idioms, such as text speak and conversational slang and has a high degree of accuracy for decoding interactions. And, in rare cases where it isn’t sure what was said, it can automatically ask the customer for missing information.

 

Organizations use the meaning derived from customer feedback analytics to:

  • Send customers tailored, context-aware responses
  • Immediately alert relevant staff to take action on a specific issue
  • Steer their business by the voice of the customer using a real-time dashboard that displays verbatim comments (including audio files where available), derived feedback categories and key performance indicators
  • Feed feedback data into CRM, incentive and other third-party systems to ensure information consistency, and drive action and employee behavior

 

NICE Fizzback is a fully hosted platform. No IT integration is required--all that’s needed is a major web browser. The NICE Fizzback Information Gateway supports data exchanges through standard web services protocol.

 

Having the ability to not only analyze feedback, but to respond and adapt, is a key element in improving customer loyalty and employee performance, and advancing competitive advantage. Don’t stop there! Build on customer feedback analytics with NICE solutions for customer experience management and contact center operational efficiency.