Akio Insights: Voice of the Customer and Reputation
Because improving the customer experience is becoming the differentiating factor for any business, analysing the voice of the customer and social listening have become strategic activities. With Akio Insights, analyse all customer verbatim and monitor your reputation to be alerted in real time and stay one step ahead benefiting from strategic and operational insights.
One platform, two offers
For Customer Relations Departments: Akio Insights VoC, (Voice of the Customer) software for the semantic analysis of omnichannel customer feedback, conversations and opinions on the web.
For Communication Departments: Akio Insights Reputation, market analysis software, competitive benchmarking, image monitoring on the web and social networks.
A powerful, user-friendly platform
Towards Customer Knowledge
A unified platform for tracking and analysing all customer contacts, a genuine tool for managing customer satisfaction and improving customer knowledge.
For the entire company
Operational Insights that can be used by Customer Services, Communications and Marketing, but also by Product Management, the Supply Chain... and, of course, the CEO.
Voice of the customer analysis
Semantic analysis of content from different customer contact points: emails, community chats, social conversations, satisfaction surveys, reviews, etc.
eReputation monitoring
A comprehensive tool for monitoring and analysing media coverage and conversations on social networks, blogs and forums to keep track of what's being said about you and your market.
Linguistic analysis system
The NLP analysis engine (or TAL, Automatic Language Processing) analyses customer content in real time according to pre-trained language models.
Analysis of opinions
Detection of opinions - positive, negative, neutral - and methods of expression (question, injunction, etc.) based on an AI engine (machine learning).
Topics detection
The analysis engine identifies the subjects and structures the information into topics: customer journey, branches of activity, products, competition... for information that can be used immediately.
Customisable dashboards
Dynamic dashboards can be used to track what customers are saying in real time, monitor known topics and identify emerging issues.
360° platform
A unified interface bringing together all content (emails, Chats, surveys, ratings, social media, etc.) for real-time, cross-disciplinary analysis of customer conversations, and tools for optimal information sharing.
Alerts
Alerts on potentially sensitive subjects (attrition, product complaints, legal threats), substantial increase in the volume of a topic (price, size, delivery, payment....) to detect weak signals
Targeted newsletters
Customised newsletters to relay the latest information in a targeted manner (customer service, customer experience, marketing, product, logistics, etc.): top positive/negative comments, most frequently discussed subjects, customer suggestions, etc.
Analysis reports
Quantitative and qualitative reports on current events over the past period or ad hoc analyses: indicators, graphs, comments and analytical summaries put into perspective with customer feedback.
Local private cloud
Accessible as SaaS from any web-connected computer, 24/7. Data hosted in France in an ultra-secure private cloud. Fully compliant RGPD management.
Support
Dedicated project manager, team of experts in linguistics, research and IT, to organise and structure the information, manage the project and help you identify insights.
Akio Insights references
