SMG Upgrades Customer Feedback Analysis

US customer loyalty and employee engagement firm Service Management Group (SMG) is enhancing its text analytics offer, to pull in and analyse customer feedback from multiple sources, and update results in real time.

The firm's strategic solutions include customer experience product omniCX; brand research; and surveys for employee engagement. With results available via the smg360 web site and/or via an app, in all SMG says it evaluates 250 million surveys annually, across 130 countries.

The new multi-source reporting functionality allows users to collect and view open-ended customer feedback across 'all customer touchpoints', including surveys, social media and third-party comments, in an integrated format. As well as 'unlimited' real-time reporting, the enhanced service features advanced filters and faster searching via 'Elasticsearch'.

Chief Product and Technology Officer Dennis Ehrich (pictured) says in the digital age 'data is constantly flowing in, and without a good text analytics solution in place, brands don't stand a chance of keeping up with customer feedback'.

Further enhancements will be based around a strategic roadmap produced by the firm 'to advance accuracy and accomplish tasks that have historically required human effort'. This includes training the text analytics engine to look for relevant categories and terms, guided by data scientists to accurately classify sentiment; and continually improving accuracy through crowd-sourced user feedback and machine learning.

Web site: www.smg.com .