VANCOUVER, B.C. — Customer experience management software vendor ResponseTek has introduced a set of new text analytics features as part of its Winter '09 product release, the company announced today.
The latest release of ResponseTek's fully-hosted customer experience management (CEM) software platform includes Sentiment Analysis, an intelligent analytics and reporting feature which highlights common topics and themes across all forms of customer feedback, and provides users with the ability to report and act on hot topics and issues that require immediate resolution.
"One of the greatest challenges companies are facing today is the effective management, analysis and reporting of free-form customer feedback," said Gord Elder, director of product management at ResponseTek. "With the addition of text analytics, we're providing the ability to analyze customer comments in real-time. The results are aggregated and reported directly in the ResponseTek:CEM software, enabling users to analyze keyword frequency and sentiment across all customer feedback. Common themes voiced by customers are now immediately recognizable and actionable."
Coupled with ResponseTek's integrated data analytics tools, users can run text analysis on sub-segments of customers, by geography or other organizational structure, and any combination of additional filters available. The integrated workflow tools such as communication templates and group reply functions allow ResponseTek users to quickly and easily manage and respond to customers discussing particular hot topics using new feedback management tools such as reply templates and batch reply features.
Included in the Winter '09 Release of ResponseTek:CEM, Sentiment Analysis is one of a number of new features in the company's customer experience reporting software that make it easier for companies to collect, integrate and act on customer feedback.
