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The Importance of Unstructured Feedback for Improved CX
Your customer success and marketing teams may improve the customer experience with Reputation's RXM platform. Stakeholders must then take those insights and decide on the best course of action.
Fremont, CA: Unstructured input is rarely sought, whereas structured feedback is. Customers will tell the world about your goods or service whether they are happy or unhappy with it. Hundreds of thousands of possible data points can be used to gain insights from unstructured feedback. That's a lot of data for manual processing. This is where reputation management enters the picture. Unstructured feedback is vital, but businesses will need assistance if they intend to turn it into valuable insights. Companies can no longer afford to ignore unstructured data and feedback due to the volume of behavioral data collected regularly. Measuring customer experience requires an understanding of your company's reputation.
Many companies' customer service departments place a high focus on improving the client experience. That is why it is critical to collect and respond to client feedback. Companies can't know how customers feel about a product or service until they know how they feel about it. When customers are unhappy with a product or service, they frequently turn to social media to vent their frustrations. Your company's responsibility is to keep on the lookout for this feedback and collect it from wherever your clients are.
Platforms for reputation experience management (RXM) are intended to bridge the gap between online reputation management and consumer experience. These customer data platforms collect data from millions of touchpoints and consolidate it into a single location using artificial intelligence. Live chats, or NPS surveys are examples of touchpoints. These platforms make it simple to collect data and store it in a central location for quick analysis.
Artificial intelligence (AI) can assist you in taming the avalanche of comments, reviews, and mentions on social media. This technology consolidates that information into a single, easily digestible spot. However, AI can only go you so far. It's up to a real person to process the data and put it to use. Artificial intelligence will give the necessary intelligence for the future customer experience. However, this is only true when combined with human intuition.