Voice of the customer

Unlocking customer insights from interactions across channels

Want to turn your customer interactions into a secret weapon?

Every day, you and your team talk to customers through emails, chats, web forms, social media, and good old-fashioned phone calls. But all that text and audio can be a bit overwhelming, right?

No matter what your role is - customer success, marketing, product development, innovation, or strategy - the info you get from real customer interactions is like a pot of gold.

But where to start? That's where Dcipher Analytics comes in. Our automated workflows can structure all that customer data and help you make sense of it all.

Use Dcipher Analytics to analyze reviews, emails, chat logs, questionnaires, call transcripts, and social media posts.

With Dcipher Analytics, you can analyze emails, chat logs, questionnaires, online reviews, transcribed customer support calls, and even social media posts. It's like having a team of detectives working for you!

With all that info at your fingertips, you can tackle customer complaints, identify critical issues, come up with better FAQs and chatbots, and even see how you stack up against the competition.

  • Identify trending or emerging issues experienced by customers
  • Map narratives, themes, and complaints
  • Benchmark your brands and products against those of competitors
  • Cluster and understand the questions customers are asking

How our customers have benefited

  • Structuring consumer complaints

    Every year, the Swedish Consumer Agency receives a large number of questions and complaints from consumers about deceptive and fraudulent business practices. These come in the form of chats, web forms, emails, and calls, resulting in large unstructured data. Using Dcipher Analytics, the Agency is for the first time able to analyze and detect trends in the incoming questions and complaints, helping their effort to protect consumers.

  • Customer support powered by data

    With millions of monthly reviews about its diaper brand Libero and competing products, Essity needed an innovative way of making sense of this data. Leveraging Dcipher Analytics, key complaints and strong points were identified and benchmarked against the competition, and their change was tracked over time. This helped Essity develop a more nuanced understanding of their customers and strengthen their customer support.