Case Study: American Girl (a Mattel subsidiary) achieves deeper customer insights and improved customer experience with Angoss KnowledgeREADER™

American Girl - Customer Case Study

American Girl, a Mattel subsidiary and leading omni-channel retailer, handles over 300,000 customer emails a year and needed a way to scale analysis to understand the voice of the customer, accurately interpret sentiment, and spot evolving trends across large volumes of messages.

They implemented Angoss KnowledgeREADER text analytics to mine email content for themes, sentiment and high-frequency issues, prioritize problems by volume and sentiment, and generate weekly trend reports. As a result, the team can consistently monitor customer sentiment, refine response strategies, and take targeted actions to improve products, brand perception and the overall customer experience — with plans to expand analytics to social media and phone interactions.

American Girl

Joe Elke

Advanced Insights Scientist – Business Intelligence