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Analyzing ALL customer feedback with AI. Dan Erickson, CEO of Viable shares national feedback patterns.

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Manage episode 331699835 series 2777949
Contenuto fornito da The Justin Brady Show and Justin Brady. Tutti i contenuti dei podcast, inclusi episodi, grafica e descrizioni dei podcast, vengono caricati e forniti direttamente da The Justin Brady Show and Justin Brady o dal partner della piattaforma podcast. Se ritieni che qualcuno stia utilizzando la tua opera protetta da copyright senza la tua autorizzazione, puoi seguire la procedura descritta qui https://it.player.fm/legal.

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.

  continue reading

215 episodi

Artwork
iconCondividi
 
Manage episode 331699835 series 2777949
Contenuto fornito da The Justin Brady Show and Justin Brady. Tutti i contenuti dei podcast, inclusi episodi, grafica e descrizioni dei podcast, vengono caricati e forniti direttamente da The Justin Brady Show and Justin Brady o dal partner della piattaforma podcast. Se ritieni che qualcuno stia utilizzando la tua opera protetta da copyright senza la tua autorizzazione, puoi seguire la procedura descritta qui https://it.player.fm/legal.

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.

  continue reading

215 episodi

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