Case Study: CustomerCount achieves real-time, actionable NPS and sentiment insights with Keatext

How CustomerCount Transforms Unstructured Data Into Added Value

CustomerCount, a real-time surveying platform with over 62M deployed surveys, needed a way to make sense of free-form feedback without spending hours building and maintaining huge word libraries. They partnered with Keatext for its machine-learning text analytics because it offered an intuitive, continuously learning solution that customers could easily understand and navigate; Keatext also joined CustomerCount’s Worldwide Research Analytics Program (WRAP) alliance.

Keatext was integrated to centralize, contextualize and analyze unstructured data from surveys, social media and reviews, delivering real-time NPS and sentiment analysis and ranking insights by frequency so teams can act quickly. The solution helped call centers refine scripts, gave clients quantifiable sentiment results and the ability to positively impact NPS, and became an extension of CustomerCount’s reporting capabilities—driving clearer insights and better business decisions.

CustomerCount

Bob Kobek

CustomerCount