Friday, April 23, 2010

Where's the Customer Service? Mining Customer Feedback With Text Analytics

Restaurant chain Wendy's is using the Clarabridge Analytics solution to mine text based customer feedback. Drawing on sources such as, emails, call-center notes, web submissions, and social media, the solution will deliver reports on all aspects of customer service. Of real note is these reports will be almost real time sending feedback from a customer to a corporate dashboard in a matter of minutes. Feedback will go straight from a cell phone in a restaurant almost instantaneously to the highest echelons of the organization.

(Submitted by Walter)

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