Generate new opportunities using insights from customer care data

Important business KPIs, such as the star rating, the NPS score, sales figures, or volumes of call center calls, can be linked to certain topics expressed in consumer feedback, like call centers' data. By doing this, Wonderflow can perform the impact analysis on any of these metrics.

Well, it is our specialty. We have the most granular and high-performing ontologies for your industry. They're ready to be used without any manual configuration needed on your side. On average, our VoC text analysis covers 100 to 150 topics for each product category (3x more granular than any other platform) and is organized in a multilevel hierarchy. So, you can explore from the most generic product topics to the more specifics. For each topic, our artificial intelligence can determine customer sentiment on a 3-level scale: positive, negative, neutral. Also, this specific feature of our tool is triggered when a topic pops up in a customer question, such as from an online support ticket.

We can configure the access level for specific user groups. Each group will access a custom data scope (e.g., a user from sports cars BU can only access data related to sports cars). Users with a higher access level can visualize data from more than one group (e.g., a manager from the Car division can access both sports cars data and SUVs)

By design, Wonderflow can integrate all pre-existing feedback solutions (like Medallia, Sprinklr, Salesforce, Bazaarvoice, etc.) that your company uses to manage customer feedback, including customer care and call centers data. Wonderflow can eventually set up custom integration (both in and out) using API.

If you want to make decisions with data, you need data you can trust. The measure of trust from your analytics providers is the quality of data they provide. However, few providers have quality insurance and measurement processes like what Wonderflow owns. Thanks to our technology, we measure and test the data quality at each step of the data management process - from the collection (for public data) to analysis. For instance, our predictive AI is highly specialized in most consumer goods verticals. In this case, we've hit 82% accuracy (the highest achievable in Aspect Based Sentiment Analysis). We continuously measure and improve its capabilities based on the new data we collect.

Having VoC silos often involves many different business providers to manage specific touchpoints (e.g., one for social, one for support center, customer reviews, etc.). However, when you try to share insights throughout the whole organization, it can prevent some department members from understanding a certain language of those original insights shared. Companies can overcome this confusion in knowledge sharing by having a unified analysis system like Wonderflow. It extracts insights from all your products' open-text feedback and presents the data in one common language that your entire staff can easily understand. Our tool is the foundation needed to build a harmonized internal infrastructure.