Automatically categorizes and consolidates customer feedback about products from social media, review sites, and surveys into actionable insights using AI
Leading brands in a range of industries – including Bosch, Kingston Technology, L’Oreal, Microsoft, and Procter & Gamble – are leveraging Product Insights to improve products and drive revenue
New York, NY — May 2, 2019 — Sprinklr, the world’s first Unified Front Office Platform for modern channels, today announced Product Insights – a new function within Sprinklr Research. Product Insights uses Sprinklr’s AI capabilities – called Sprinklr Intuition AI – to automatically categorize customer comments across social media, review sites (including Amazon, Walmart, and Best Buy), and owned data such as surveys, focus groups and emails on product feedback related to design, packaging, performance or features. Brands can now drive revenue, reduce costs, and lower risk by optimizing products based on real-time, actionable research.
The Challenge: Intrusive, Lagging, Outdated Research MethodsGathering customer feedback is key to long-term growth. Yet, according to McKinsey Research, “…many companies still spend the bulk of their research budget on traditional techniques (e.g., focus groups, interviews, and surveys), or treat insights as an afterthought, which leaves them with a limited and often incorrect view of what customers want. That is a recipe for obsolescence in today’s economy.”
While traditional research methods are important, they fail to provide real-time insights and often end up annoying customers who are tired of frequent requests to submit their feedback.
The Solution: Sprinklr Product InsightsWith 11 industry-specific machine learning models in nine languages, Product Insights can be deployed globally and goes beyond Sprinklr’s standard listening capabilities by identifying product attributes and categorizing them with a high degree of accuracy.
How it works:
Listen: Gather real-time feedback on different product attributes such as color, packaging, performance, size or taste. Pull together data that includes product sentiment, images, vertical and audience insights, location information and global languages. Get alerted when there are unusual conversations about your product online.
Learn: Use Sprinklr Intuition to learn from listening insights, turning unstructured data from modern channels into structured data for a complete understanding of your customer. Rank your products against competitors based on various attributes to learn the strengths and weaknesses of all players in the market and see how your brand ranks with consumers.
Love: Make your insights actionable by creating customer-focused products and proactively resolving product issues before they occur.
Comments on the News:
“Sprinklr’s Product Insights allows us to standardize how we measure and respond to customer reviews across the e-commerce space. Combined with Sprinklr’s Listening data and the reviews from Microsoft’s online store, Product Insights allows us to put together comprehensive customer feedback trend reports, which are sent directly to the product marketers and engineers,” said Tyler Smith, Senior Engineering Program Manager, Microsoft. “We can now do this at scale, and at a lower cost compared with previous point solutions.”
“Gathering actionable research about your products is essential for creating happier customers. Most companies have a number of disconnected methods for pulling customer insights without a consolidated view. As a result, valuable customer data becomes a mess and product managers don’t know where to make improvements,” said Pavitar Singh, Chief Technology Officer, Sprinklr. “With our expanded product research capabilities in Sprinklr Research, we’re helping brands anticipate product issues and deliver improvements months and maybe even years faster, driving sustainable competitive advantage for companies smart enough to switch to Sprinklr.”
“Sprinklr parses huge volumes of data to offer companies a holistic, 360-degree perspective on the customer experience, aids with macro decisions using Big Data analysis, and eventually builds deeper relationships with consumers,” said Aravindh Vanchesan, Industry Manager – Digital Media Practice at Frost & Sullivan**.** “With a single platform and codebase, Sprinklr uses listening data to power insights across an organization…with the same integrated view of the customer, thereby out-performing single-purpose solutions.”
“Experience Score” is the sentiment score for each individual insight within a message via Twitter, Facebook, Amazon, etc about your product. “Average of Star Rating” is your average rating on major sites such as Yelp, Google and Amazon. “Mentions” is the number of messages you get about a product within a specific period of time, such as 30 days. “Insights” is the amount of actionable information you’re collecting from online mentions of your product.
ABOUT SPRINKLRSprinklr (@Sprinklr) is the world’s first Unified Front Office Platform for modern channels. Its mission is to enable every organization on the planet to make their customers happier. Sprinklr has offices in 15 countries and works with more than 1,200 global enterprises, including: Allstate, McDonald’s, Microsoft, NASA, Nike, Philips, Procter & Gamble, Samsung, Santander, Shell, and Verizon.