Whether you’re analyzing qualitative NPS feedback or trying to understand what’s driving a dip in sales, the exercise we go through is the same—we roll up our sleeves and dive into customer feedback data.
Our first goal is to understand what customers are saying about our company and their experience with our products. In most cases, this means aggregating customer feedback from disparate systems, exporting feedback from online review sites, then building manual excel views to identify spikes or trends in customer feedback.
This process alone makes doing right by our customers tedious and difficult. And the truth is that negative trends in customer feedback require more nimble action than this process allows.
One of the coolest things about Loop is that we have trained our analytics model specific to SaaS companies like yours, so you can get instant insights out of your customer feedback with no work required. We automatically categorize your feedback into 10 topics that represent the key topics coming up most frequently in customer feedback.
By reviewing your feedback topics over time, you can proactively understand how customer needs have changed and how strategies should shift to align with those changes.
Loop uses a form of artificial intelligence called Natural Language Processing (NLP) to assign topics to your feedback text. Our models are trained specifically for SaaS companies to be able to make predictions for the 10 following topics.
Once you’ve identified a trend in feedback related to a specific topic, the next step is to address the issue. As shown in the above scenario, we’ve identified a negative trend in feedback related to Support. Digging more deeply into the verbatim feedback, customers’ feedback details a lack of clarity related to new features, with customers feeling like they’re not supported to use new features or integrations successfully. Additionally, feedback highlights a lack of communication related to bugs or known issues.
In this scenario, this customer feedback can be rolled up into a 3 broader themes:
With this understanding, we have a better idea of what, specifically, needs to be addressed to enhance the customer support operation as well as the overall customer experience.
Loop allows you to create Actions to track strategic initiatives put in place to address feedback trends.
With Actions, you’re not only able to streamline the process and ensure accountability, you’re also able to track the impact of these Actions on customer feedback over time.
Building on the above scenario, we’d recommend creating specific Actions to address the negative trend, such as:
Below is an example of how Loop tracks the impact of Actions over time. You can see that there is a direct correlation between Actions created and Topic Performance over time.
Understanding and actioning on customer feedback is critical to delivering the experience your customers deserve and expect
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