What is text analytics?
Definition of text analytics:
Text analytics is the process of deriving meaningful data and insight from unstructured text.
The process is most commonly used in conjunction with Voice of the Customer programmes and sentiment analysis to determine insights about how customers truly feel about a brand’s products and services.
Sources can range from external sites such as Facebook or Twitter and review sites like TripAdvisor, to internal sources such as customer email and online forms. Alternatively referred as ‘text mining’.
- How to use text analytics to completely measure the customer experience
- Text analytics: Seven best practices for analysing customer comments
- Is text analytics driving poor CX decisions?