Have you ever been asked to find an answer in a set of customer data only to find out that it involves combining information from multiple siloed sources, millions of data points, and no clear indicator of where to even begin?
Then, adding insult to injury, have you ever been given a limited amount of time to locate the insight, share it, and get it in the hands of the right people within your organization who can act on the insights you provide?
If this situation sounds familiar, know that you are not alone. Searching for insights in your customer data can be a little bit like going on a time-sensitive treasure hunt without a map. You know there are valuable customer insights buried within the mountains of data, but you don’t know where to start digging—or where the treasure is hidden.
Analysts have always had obstacles in their way, but as technology advances and the channels in which customers provide feedback increase, so does the amount of data that needs to be analyzed. Siloed data and working with multiple tools makes it challenging for analysts to make sense of customer stories in a timely manner.
Take two of our clients, for example. One brand has a team of over 50 analysts ready to dive into issues as they occur. The other brand has a smaller team of about five. Despite the stark differences in size, each team takes about 30–60 days to find insights. While these analysts are able to surface insights from the customer data sets they’re working with eventually, it’s often too late to take meaningful, business-driving action.
InMoment’s latest product, Discover™, is designed with analysts in mind. It’s an always-on customer experience analyst tool that sifts through the millions—sometimes billions—of unstructured customer data points in real time to identify trends, anomalies, insights, and sends you automatic alerts, so you know exactly where to find your brand’s CX gold before it’s too late.
Here are some of the other ways Discover helps CX analysts:
- Helps pinpoint where to start digging, so you can be proactive, get answers more quickly, and understand if something significant is happening in real time
- Identifies unexpected issues you didn’t know to look for
- Addresses pain points of analyzing unstructured data
- Collates data from a variety of sources (even data from other VoC vendors) and determines impact of issues on your main scoring metric.
You don’t know what you don’t know. Discover helps you act more quickly, and provides you with a more accurate pulse on emerging trends and issues.
Where are your customer insights hidden?