Challenges
The client encountered several challenges to achieving their goals. The diversity of customer comments (which came via email, social media, surveys, etc.) was greatly complicating matters. Each source had its format and content and therefore was very tough to manage to run reports with traditional systems. The growing feedback volume was adding to the difficulty of managing and analyzing feedback manually. Getting to the root cause of feedback was difficult and time-consuming, often resulting in missed conclusions and opportunities. The client wanted an efficient and reliable system to accurately summarize and classify their feedback interactions which would ultimately improve the ability to make decisions more effectively and remain competitive.
