Voice of customer (VOC) analysis SOLUTION
VOICE OF CUSTOMER (VOC) ANALYSIS SERVICE
What is Voice of Customer?
VOC (Voice Of Customer) refers to various queries, complaints, suggestions, etc. that reflect customer reactions to companies’ services and their management activities. The data comprising the VOC has traditionally been consulting memos of consultants obtained through CRM’s customer support system used mainly at call centers and bulletin boards for customer support. However, now it has grown to include comprehensive data such as customers’ reactions to services and products obtained through various channels including blogs, Twitter, community sites, and other forms.
What is Saltlux Technology's VOC analysis service?
Voice of Customer (VOC) analysis solution by Saltlux uses a self-developed VOC system to collect internal/external informal VOC information, then analyze the collected information and provide the analyzed information on the web. The solution builds consulting record analysis systems by using data collection/analysis solutions such as text mining and related information searches of which functions are optimized.
Why choose our Voice of Customer (VOC) analysis service
Where do we collect the voice of customers?
Customer voice is received by Corporate Internal CS Channels (VOC channels) within the enterprise such as CTI, ERMS, chat, self-service system,...
VOC related to the company spreading in the external environments of companies. Collection and monitoring of outside VOC are more difficult than the inside VOC.
Collect customer opinions over the internet, from websites to social networks.
Voice of customers are collected from offline channels such as direct consultation, fax, phone, mail, etc.
WHAT OUR VOICE of customer ANALYSIS SERVICE CAN DO
Visualization of Statistical Information
By quantifying the possibility of issue occurrence, it correctly understands the causes of issues and establishes countermeasures via visualization and dashboards. It analyzes property information by classifying collected consulting information of customers in various statistical methods (frequency, development, and multi-dimensional analysis).
Analysis of Related Issues
It inquiries for related issues about internal and external collected information (Twitter, blogs, cafes, etc.) and provides trends analysis.
1. Inquiry for ranking of keywords related to interest keywords.
2. Status of occurrence of related keywords by period.
3. Ranking by related keyword.
4. Inquiry for the status of collected data information.
It can view customer demands at once by providing recent trends of VOC in various formats such as period, age, sex, etc.
Informal VOC Data Trends Analysis
Provide services by conducting regular statistical analysis of interest terms within the relevant domain through trend analyses.
Extract popular terms to extract frequently mentioned words in the analysis cycle and extraction of sharply increasing terms reflected by the rising tendency of the frequency mentioned in the past based on the analysis time.
Support analysis by classification of the trend analysis of a variety of items.
Conduct a fundamental analysis of the status of each item, over time using an analysis function that shows trends over the time course of each item. At the same time, provide analysis results in different tabular formats.
It provides various types of high visibility reports and statistics regarding analyzed VOC.
1. Status requests include keywords by type such as customer demand, service, treatment result, etc.
2. Enter multiple keywords when inquiring about types.
3. Enter exclusion keywords while searching the results.
4. Inquiry for setting the period.
Comprehensive Ranking of Keywords
Verify continuous VOC issues through comprehensive rankings, understand new emerging issues through sharply increasing rankings, and provide interest keyword rankings to show how the information consumers desire is ranked.
1. Inquiry for issue keywords by type (customer/demand/service).
2. Development of related keywords about question keywords.
3. Inquiry for the best issue keyword results during the relevant period.
4. Inquiry for the search results of question keywords.
Generally, VOC data has the following content characteristics with each characteristic needs to be applied a suitable analysis technique.
Short text compared to general documents
May include sensitive information
Description with abbreviation and a colloquial style
Subordination of product/service domain
Applying partial standardization
of VOC Data
Provide a ranking form by measuring the order of issued vocabularies by period (hourly, daily, weekly, and more) and measuring the generation of meaningful vocabularies (noun, noun phrase) in the document clusters. The technology used is Term Frequency-based statistical analysis by period.
Express related vocabularies through flash-type visualization by analyzing relationships between vocabularies. Technologies used are Topic rank language analyzer and characteristic extraction.
Change of certain vocabularies according to time elapse. The technology used is the visualization of Term Frequency changing trend analysis (line charts, bar graphs, and more)
Automatic classification into good/bad by analyzing customer opinions (consulting memos, bulletin board posting, and more). The technology used is classification based on pattern matching of language analyzers (predicate analysis).
It is necessary to verify VOC data that will be analyzed and shared with customers. Even if the customer realized that the quality of the VOC data was poor, they are likely to overlook content issues after the project was completed.
It is necessary to prepare a detailed customer demand scenario from which information is ultimately extracted from VOC to analyze. Without this, the risk will increase over the time spent discussing a project.