Customer feedback is the heart of many organisations. Brands curate marketing strategies and ad campaigns based on user feedback. This includes product development, website workflow, customer service via phone calls and omnichannel presence. In this digital age, there is no place for delay. This can cause significant churn. Create your very first voice survey with Merren here. In this blog, we will discuss how Merren can analyze the responses from the voice surveys.

 Benefits of Using Merren AI Voice Analysis  

• No place for batch-processing data! Opt for superfast and real time data analysis. Make data-backed decisions for your new-age customer base 
• Get insights spread over the campaign timeline- days, weeks or months. The campaign is in your hands. 
• Even without technical expertise, Merren AI will do all the cognitive heavy-lifting for your organisation. 
• Get a wide variety of reports for your stakeholders and share it across departments for transparent flow of information.
• Get multimedia responses from your customers. Learn about their thought process and experiences for in-depth insights.

What Can Voice Survey Response Analysis Do?

1. Emotional metric analysis

When you gather voice survey responses, you can get an analysis based on the emotional metrics on the scale. It will be segregated into positive, neutral or negative emotions. 

• For a positive emotional metric, focus on maintaining CX consistency. You can offer them upgraded experiences on their previous shopping experience. Create new marketing campaigns to cross sell or upsell products and services. 
• For negative responses, reach out to them to understand why they had a bad experience. Offer humanized empathy and feasible solutions to avoid having churned customers. Keep them in the feedback loop and let them know of any changes in the feedback system. This will make them feel that their opinions are valued for improvement.  
• For customers with a neutral experience, focus on bringing them to the positive side. Identify factors that can make them brand advocates. Find out the need gaps and take their feedback into consideration.

2. Sentiment and word cloud analysis

If you conduct a product feedback survey, you can get detailed feedback on product features and benefits. These keywords can be visible in the form of word-cloud segregation on the CX dashboard. 

This will help you find a common theme of focus. 

In case of qualitative responses, you will get open-ended answers from your respondents. A word cloud analysis will help you find a recurring theme so that you can study the responses in detail. All individual responses are available for separate analysis.

3. Speech to text analysis

Merren brings an instant speech-to-text analysis without any delay. CX marketers can capture voice based responses via WhatsApp messenger, Facebook messenger and AI chatbots. There is no limit to the way people want to respond. 

Here is how it will benefit you:

• Get individual speech analysis on the dashboard. You can download every response and use your preferred BI tool for detailed analysis. 
• People who are on the move or people who are less tech-savvy can use voice format to respond. You can save time by reading the translation on the dashboard. 
• Speech to text analysis works in tandem with AI analysis to detect tone, emotional metrics, sentiment and recurring themes among responses. 
• Speech to text analysis offers real time data transcription. The best part is that people can also share voice responses in their own language. Merren’s AI can transcribe voice to text on the CX dashboard. 

4. Detect tones such as enthusiasm and sarcasm

• Merren AI survey data analysis can detect repetitive words and suggest the type of tone attached to it. 
• Detect enthusiasm, sarcasm or positive sentiment- all in just a single voice response. 
• AI data analysis can also work with complex conversations and with numerous responses at scale. May we add efficiently?  

Using this data, the AI dashboard will provide you with a synopsis of the entire voice response. You can access this data for every single respondent and make decisions for your next plan of action. 

Make the Most of Merren CX

Supercharge your customer experience with Merren CX and stay ahead of the competition with in-moment insights across omnichannel platforms. Try our 14 day free trial and access all advanced features and multiple interactive survey channels.