Text / Comment / Verbatim analysis is a fantastic technology for understanding customer experience. Customer comments, whatever their source, contain lots of very useful information. They tell businesses about challenges and opportunities, frustrations and delights, poor processes and great. In fact text analysis systems are so effective now-a-days that their main challenge in the market is providing enough visualization capability so that their analysis results can be presented easily. And thereby, informing managements about actions they should be taking in response to the feedback that they are getting.
Visualization tools do a great job helping businesses drill down on complex data sets, then extract and present relevant salient facts in easy to understand visualizations.
Text analysis provides the complex data sets, placing statistically valid structure around unstructured data (text and comments), in the form of topics discussed and sentiments expressed. Visualization tools drill down on that newly structured data and make it actionable.
Visualization and Text Analysis should be used together. At Etuma we understand this. We provide some of our own visualizations. But, importantly we have built in connectors to visualization systems that provide real-time data flow to dashboards built with them. Some examples of visualizations that can be built off of Etuma created data sets can be found in this excellent post on the Etuma Blog: 12 Text Analysis Visualization Tips. I encourage you to check them out.
Stewart Nash
GM Etuma USA
stewart@etuma.com
