Developing a proactive Customer Service
In this report, Derek Eccleston, Commercial Director at eDigitalReserarch, shares his thoughts on how you can start developing a more proactive customer service strategy by implementing text analytics tools.
As much as 80 percent of the world’s big data is unstructured. At the same time, sources of text like blogs, comment streams, chat sessions and Twitter feeds, contain invaluable information on your consumers and their experiences.
Derek Eccleston is a board member and Commercial Director at eDigitalResearch, joining five years ago from a large global agency where he worked as Research Director. Prior to that, Derek was client side with Sony Europe. Derek regularly presents at both research and marketing events.
In this report, Derek shares his thoughts on:
- How text analytics can help spot and sort customer feedback present on social media platforms and other comment streams
- How can you measure ROI and the benefits of implementing text analytics into a company’s customer strategy?
- How to incorporate text analytics into your customer service strategy
- How real-time data and sentiment analysis have the potential to improve efficiency and coherence in customer service
Download the ebook now and learn how to turn online data into actionable customer experience feedback
Derek’s interview is a taster for the Consumer Text Analytics Briefing we are organising for October 8th in London, where many more tips and tricks will be shared on how to improve customer satisfaction and boost brand reputation with text analytics.