It’s crucial to understand customer satisfaction and survey data, but knowing how to be prescriptive and apply those insights effectively is just as important.
Ignite TA enables companies to streamline processes and extract deeper, more actionable insights from customer feedback and survey data.
You can identify and seize opportunities to create a more satisfying customer experience by sharing these insights with frontline employees—which will help attract more customers with better service and reduce churn by fixing key issues.
Please note, these enhancements are currently exclusive to SMG support teams and not yet directly accessible by clients in smg360. Clients will benefit from the improved reports, analysis, insights, and suggested actions provided by the Client Insights and Research teams.
What brands will love about our new text analytics
Ignite TA is transformative for your data, unleashing incredible benefits that will drive your business to greater success. Dive into these three key advantages below:
Go deeper
Make informed decisions that boost customer satisfaction and loyalty by extracting deeper insights from each comment beyond just sentiment.
Ignite TA allows you to move beyond basic sentiment analysis, pinpointing the specific drivers of positive and negative experiences at each location. Your SMG support team can not only categorize each comment but can also apply sub-categories, entities, and intent analysis for a more comprehensive understanding. This detailed understanding empowers you to address issues with precision, tailor improvements to specific needs, and ultimately enhance the overall customer experience across all touchpoints.
Additionally, our new text analytics allows for benchmarking your performance against industry standards, providing a clear comparison with your competitors.
You’ll gain a holistic, 360-degree view of customer experiences—ensuring customers are heard across all touchpoints. We can extract an average of 3.2x more data from each comment, helping you pinpoint the most critical moments and understand customer sentiments throughout their journey, swiftly identify the root causes of customer issues, and achieve quicker improvements.
Go faster
With Ignite TA, your time to actionable insights is improved through automated comment analysis, providing AI-generated summaries based on the most impactful trends for your brand.
You’ll spend less time manually reading comments and more time actioning recommendations to find trends, since the AI-summaries pull the key feedback themes from customer comments. Your SMG support team can then identify key trends and themes, determine their drivers, and measure their impact on your main metrics.
Drive action + ROI
Insight is only valuable if it drives action. Ignite TA helps your frontline teams focus on customized, location-specific actions to maximize positive impact on customers and revenue. It also allows you to quantify how a key topic or theme impacts a main metric, like OSAT. This helps teams focus on the improvement areas that will make the most significant difference in OSAT or NPS.
For example, if a customer leaves a negative review, simply knowing the sentiment isn't enough to drive actionable change. Ignite TA goes further by linking categories, entities, and intent to provide personalized, tailored recommendations. Instead of overwhelming you with more information, our TA model analyzes your data for brand and location-level trends and insights, ensuring you focus on the actions that will have the biggest impact on the customer experience. This approach allows you to begin planning meaningful, targeted actions that can be implemented immediately, ensuring you respond swiftly to customer needs and maximize the effectiveness of your initiatives—which can ultimately drive significant growth in revenue.
Ignite TA boosts customer acquisition by attracting and retaining customers, enhancing engagement, and building brand loyalty. Clear actions at each location improve satisfaction and reduce churn by addressing issues effectively. Automation increases efficiency and reduces costs, allowing quick action and better resource allocation.
This launch marks an empowering upgrade for your program. Initially, the new model will be available internally for our Client Insights and Research Teams, with integration into smg360 set for later this year. We can help you take decisive action now. Reach out to SMG today!
