Case Study: LendingTree uncovers revenue-driving customer insights with Thematic

LendingTree saves hundreds of hours analyzing 20,000 comments with Thematic

LendingTree, an online marketplace for loans and insurance, faced the challenge of analyzing over 20,000 customer comments every quarter to understand key customer experience issues. Their existing customer experience management platform failed to deliver useful text analysis, prompting Head of Insights Lee King to seek a new solution, which led them to the vendor Thematic.

Using Thematic's text analytics, LendingTree uncovered a critical issue where leads were receiving calls at inconvenient times due to time zone differences, a problem disproportionately driving negative feedback. Thematic's tools enabled them to quantify the affected loan value, turning this insight into an actionable fix for lender engagement. The solution saved hundreds of hours in data analysis and provided actionable revenue insights, setting their sales team up for greater success.

LendingTree