Voice of Customer Experience

Besides just showing you those terms, phrases, and themes that merit a critical eye, RXA allows you to link directly to the forum or post so that you can respond in real time. What good is knowing if you cannot take action? Get ahead of a negative trend or leverage a positive one and learn from your customers and detractors.

RXA provides theme detection and scoring to allow clients to identify those top themes that are emerging in the marketplace. Using a combination of term frequency and complexity, RXA scores each theme, allowing users to narrow or tighten the scope on those themes that matter. Combined with our sentiment scoring, you can see your top negative and top positive themes.

Using artificial intelligence, RXA scores the positive or negative sentiment of each comment, post, or review at the sentence level. Using the score, you can dial in on the parameters of your sentiment to focus in on those comments that are truly detracting from your products or services in the marketplace. You can also identify what is resonating with customers and take advantage of those trends through marketing or outreach. Visualized in an easy to read positive, neutral, or negative grade, you can see what comments deserve your attention.

While some phrases or terms may always be associated with your products or services, they do not always provide the most interesting insights. Using temporal comparative analysis, RXA’s AI engine can determine which terms and phrases are heating up vs those that are remaining level or declining. These may not always be the terms or phrases that you would expect, and they are not always the most common. Using our Velocity Word Cloud, you can quickly see those terms or phrases that are gaining velocity from week to week. Organizations cannot afford to wait until a topic becomes the largest theme to enact a solution. RXA’s VoCx allows you to catch it on the way up and take action.

RXA NLP offers translation services for all major languages. The platform supports over 100 languages for input and output. DTE Energy may have Spanish speaking customers, and the RXA platform will translate those comments seamlessly. Sentiment is run on the original consumer text.

RXA incorporates all data sources relevant to the customer experience into one easy to use platform. No need to log in to multiple locations. RXA works with all types of data streams, including historical data. We utilize advanced forms of statistical analysis to perform predictive modeling and establish priorities for action.

RXA also designs and executes survey strategies for its clients. An end-to-end solution for transactional, call center, event based, and brand based surveys focused on the customer experience can be deployed for your company. Integrate survey metrics with sentiment data to understand how the two impact one another.