使用Player FM应用程序离线!
Analyzing ALL customer feedback with AI. Dan Erickson, CEO of Viable shares national feedback patterns.
Manage episode 331699835 series 2777949
What's the biggest complaint your customers have today? Customer feedback comes in unpredictable forms, like Twitter, surveys, Google Reviews, CSR conversations, etc. Dan Erickson, CEO of Viable, has developed an AI to analyze all that data and share results in common language. What's one big theme? Your tech, apps and website suck! And it's driving your customers nuts.
Erickson, says their AI has found that most companies truly struggle with crappy tech experiences. Customers just want websites and apps to work, but so many company leaders don't spend the time or fully consider the experience. This is costing them.
Why do CTOs, COOs, and CEOs miss this stuff? Because 80% of their customer feedback comes to them as qualitative data from unstructured text from emails, call transcripts, chats. The only way to filter through this data is manual time. For example, analyzing 60,000 people surveys (compiling) that take five people, 5 weeks to analyze. Viable can return a more detailed, and more accurate report in 24 hours.
At a high level, what other customer data is Viable seeing? They pulled in data from a bunch of retail apps off the App Store and Google Play Store and found customer experience with human support matters a lot! In fact, people use app reviews to complain about customer support.
Erickson explains there's a huge misunderstanding gap between executives and their customers.
214集单集
Manage episode 331699835 series 2777949
What's the biggest complaint your customers have today? Customer feedback comes in unpredictable forms, like Twitter, surveys, Google Reviews, CSR conversations, etc. Dan Erickson, CEO of Viable, has developed an AI to analyze all that data and share results in common language. What's one big theme? Your tech, apps and website suck! And it's driving your customers nuts.
Erickson, says their AI has found that most companies truly struggle with crappy tech experiences. Customers just want websites and apps to work, but so many company leaders don't spend the time or fully consider the experience. This is costing them.
Why do CTOs, COOs, and CEOs miss this stuff? Because 80% of their customer feedback comes to them as qualitative data from unstructured text from emails, call transcripts, chats. The only way to filter through this data is manual time. For example, analyzing 60,000 people surveys (compiling) that take five people, 5 weeks to analyze. Viable can return a more detailed, and more accurate report in 24 hours.
At a high level, what other customer data is Viable seeing? They pulled in data from a bunch of retail apps off the App Store and Google Play Store and found customer experience with human support matters a lot! In fact, people use app reviews to complain about customer support.
Erickson explains there's a huge misunderstanding gap between executives and their customers.
214集单集
Toate episoadele
×欢迎使用Player FM
Player FM正在网上搜索高质量的播客,以便您现在享受。它是最好的播客应用程序,适用于安卓、iPhone和网络。注册以跨设备同步订阅。