InfoAnalytica conducted analysis of VOC data received from different sources for a leading e-commerce marketplace to categorize issues faced by customers and to understand the trends.
Challenges
Data coming in from multiple sources in disparate formats
Evolving tagging schema
Accuracy of tagging and categorization
Rapidly growing volume of responses
Responses in multiple languages
Solution
Tagging schema was refined over time to categorize customer feedback in line with different product feature areas.
In addition to adhering to the tagging guidelines developed by the company, infoAnalytica also tagged responses with supplementary information such as feedback type, region, source, industry & segment.
Developed accurately translated version of responses received for Non-English regions.
Provided manual coding process at large volumes for accurateinsights.
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