Unlock customer experience insights from interactions across channels
Dcipher Analytics enables Voice of Customer analysis by structuring and analyzing data from customer interactions, including emails, chat logs, questionnaires, online reviews, call transcripts, and social media posts. Automated workflows process this data to identify trending or emerging customer issues, map themes and complaints, and cluster the questions customers are asking. The platform also allows you to benchmark your brands and products against competitors, providing actionable insights to address customer pain points and improve engagement.
- Analyze customer interactions across channels, including emails, chat logs, surveys, reviews, call transcripts, and social media posts
- Identify trending or emerging issues by structuring unstructured customer interaction data
- Map customer themes, complaints, and narratives for deeper insights
- Cluster and understand customer questions to optimize support and communication
- Benchmark your brands and products against competitors for strategic positioning
- Gain actionable insights to address pain points and improve customer engagement
How our customers have benefited
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Transforming customer and store feedback into actionable insights
A leading Japanese fashion retailer leveraged Dcipher Analytics to automate analysis of multilingual Voice of Customer (VoC) and Voice of Store (VoS) data, saving thousands of hours in manual effort and uncovering deeper insights for customer service, marketing, and product development. Read the full case study
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Enhancing passenger experience and operational efficiency
Vienna International Airport leveraged Dcipher’s Voice of the Customer solution to transform vast amounts of unstructured customer feedback into actionable insights. By automating sentiment analysis and trend tracking, the airport improved passenger satisfaction, optimized operations, and maintained its competitive edge. Read the full case study