Great tool for analyzing customer experience

What are the best aspects of this product?

I feel Attensity’s main advantage is I can personalize queries and categories to find what is crucial for our business. I can use both structured and unstructured fields together for deeper analysis. The app gives me the ability to analyze multiple data sources into a single topic of analysis. Another plus point is the support team offers prompt and helpful service to resolve all issues.

What aspects are problematic or could work better?

There are a few drawbacks I would like to point out. To get the best analysis, you need to do manual categorization and this takes plenty of time. Second, the app is not user-friendly and you have to invest a lot of time to learn to create and manipulate queries. Third, the pricing packages are expensive.

What specific problems in your company were solved by this product?

We are using the Attensity’s text analytics to find customer insight every day. We realized that we needed to make changes in a few of our airports and inflight products, and improve our processes. We also realize that even small changes made from text analytics can have a big impact on NPS.

Are you a current user of this product?

Yes