A standardized text analysis tool that uses machine learning to automatically categorize customer feedback. It supports the import of customer support tickets, social media direct messages, and open-ended survey responses, intelligently classifying them by inquiry type (e.g., “Return/Exchange Process,” “Feature Suggestions”), sentiment, and urgency level. The delivered Excel tool includes a classification tag mapping table and a trend statistics dashboard.
The tool features built-in, pre-set classification taxonomies for industries such as retail and SaaS, while also allowing for the creation of custom classification rules. It is ideal for Customer Experience teams looking to quantify high-frequency complaint issues and transform qualitative feedback into trackable improvement metrics.