“Apptentive helps companies get 100x more feedback from customers, and now Insights helps brands make better sense of it,” says Robi Ganguly, Co-founder and CEO of Apptentive.
March 08, 2018
Apptentive today introduces Insights, analytics powered by machine learning, giving brands the power to quickly and easily analyze open-ended feedback from millions of customers.
Talking to a significant number of customers has been a challenge brands have faced for decades. The always-on era ushered in by smartphones presented a unique opportunity to bridge the gap between brands and consumers on a new scale. Apptentive’s software enables companies to connect with 100 times more customers through proactive communication at the right time and place in the mobile journey. While the increase in customer feedback solved a communication problem for brands, it presented new challenges. Digesting the influx of explicit feedback proved to be a daunting, time-consuming investment. That’s why Apptentive is proud to introduce Insights.
Insights joins App Health, which gives our customers a deep-read on the state of their app with quantitative metrics, increasing the analytical horsepower of Apptentive. Traditionally, analytics are used to figure out what customers are doing, but teams are left guessing why customers are taking certain actions. With Insights, teams have the ability to understand ‘why’ with certainty. It surfaces customer experience issues, successes, and can shed light on competitors through the voice of the customer. Insights empowers brands to stop guessing what customers want and enables them to recognize issues they may not have known to look for otherwise. With this knowledge, executives have the tools to prioritize higher ROI investments and measure in realtime the impact of their customer experience strategies.
Insights digs into all of the raw text found in app store reviews and Apptentive survey responses and messages—and presents the analysis in a clear dashboard with data visualizations. Using artificial intelligence, Insights identifies and stack ranks significant phrases found across public and private open-ended feedback. Apptentive works from day one using semantic analysis to figure out what is being said by customers and bubbles up key trends, so teams don’t have to guess what topics or keywords to search.
Insights is the latest addition to Apptentive’s mobile communication suite. With Apptentive’s suite, you can:
- Identify fans and detractors
- Measure product strengths and weaknesses
- See how customers compare your products to competitors
- Analyze attitudes and performance by product and channel (e.g., online vs. brick & mortar)
- Segment customers to analyze behaviors, satisfaction, and loyalty
- Align real-time customer feedback with business results
- Understand how sentiment impacts revenue
- Respond quickly to unexpected revenue decreases
- Test new offerings quickly
- Prioritize roadmap using real time customer feedback
- Quickly identify customer experience issues
For more information on the power of Insights, visit: https://www.apptentive.com/blog/2018/03/07/introducing-apptentive-insights/
Apptentive’s mobile communication suite empowers companies to hear from 100 times more customers—at scale. Using proactive mobile communication tools, Apptentive enables companies to deeply understand their customers in order to drive app downloads, create seamless customer experiences, and validate product roadmaps. Through intelligently timed surveys, messages, and prompts, the company powers millions of customer interactions every month on over a billion devices worldwide for companies including Buffalo Wild Wings, Concur, eBay, International Hotels Group, Philips, Saks Fifth Avenue, and Viacom.
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