Those who hear about NPS often consider just the score and totally forget that platforms like zenloop offer the measurement of the Net Promoter Score but also a complete Net Promoter System. The advantage: automatic analysis of feedback. How our smart labels feature helps with NPS analysis is explained in this article.
At zenloop, smart labels are used for the administration and understanding of feedback in the broadest of terms. They form the starting point for semantic and uncontrolled text analysis. That means that the incoming answers are automatically labeled and can be categorized on receival.
By using smart labels, the clustering and analysis of valuable feedback are fully automated. Smart labels, therefore, offer an innovative solution for NPS analysis. This kind of fully automated segmentation is to date unique and allows the clustering and filtering feedback into individual groups.
Smart labels are a part of the AI that we have developed. Our algorithms mimic human intelligence in its behavior. When our software receives feedback from your customers, every single answer runs through the same process. We call this the “Smart Label Flow”. During this flow, customer comments are automatically assigned the appropriate smart label
In order to gain deeper insights into customer feedback, labels can be combined with attributes and/or scores. This makes it easier to recognize the strengths and weaknesses based on the received customer feedback.
Via direct messages, every customer comment can be immediately responded to. Urgent feedback that must be shared with or answered by a specific department or employee in the organization, is automatically forwarded to the appropriate person or department. Automated e-mails or other alerts, for example via Slack, Zendesk, or similar platforms, can also be set up easily.
As previously mentioned, smart labels allow for feedback to be clustered by topic. This enables filtering feedback according to selected labels, allowing even complex associations to be made between several areas. For example, it is possible to only view all the answers which are labeled with quality and pricing.
Through the addition of new keywords to existing smart labels, the definition of those labels can be continually refined. This makes filtering and analysis ever precise. In addition, zenloop users have the option to create new smart labels that explicitly relate to their individual content and feedback. During the creation of these smart labels, careful attention must be paid to which keywords are used to define the labels.
The use of smart labels comes with many advantages. The times when all the answers –- sometimes from differing touchpoints – had to be sorted manually in order to gain an overview are long gone. With zenloop, it is now possible to filter all the appropriate answers and the associated NPS score with just one click, and then use our analysis feature to view the development of the NPS.
This makes it much easier to generate a valid prognosis or to develop positive processes that affect the whole organization. Therefore, smart labels are very much essential for making future estimates and analyses.
Content Marketing Manager