Finding software can be overwhelming. Text analysis tools come with functionalities that help businesses extract, categorize, and analyze unstructured textual data to derive customer insights.

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Transform your organization's customer experience with the SoGoCX platform. Meet customers where they are in their journey, pinpoint weaknesses, identify opportunities, and take action. With comprehensive analytical power at your ... Read more

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Qualtrics CustomerXM

Qualtrics CustomerXM is a cloud-based customer experience management system that helps small to large sized businesses monitor customer interactions and forecast purchase behavior. Its key features include net promoter score (NPS)... Read more

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Swell makes it easy for local businesses to gain visibility into their customers' experience by taking the complexity out of it. By enabling businesses to gather real-time feedback, online reviews, customer satisfaction surveys an... Read more

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amoCRM is a multifunctional CRM that excels at taking the conversation with your customers to the next level. With messengers, the connection is personal. All major messenger platforms are supported. You can create your own chatbo... Read more

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Zingle is a cloud-based SMS messaging platform that allows users to communicate with their customers via text message and other mobile messaging channels. It is suitable for businesses of all sizes. Key features include conta... Read more

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DiscoverText is a cloud-based text analysis tool that helps legal, consumer services, education, government and other sectors gain insights into information from various sources including emails, text files, Facebook, Twitter and ... Read more

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ChurnZero is a cloud-based customer success management platform, which helps subscription businesses to understand their product reception among customers, predict the likelihood of subscription renewals and automate the processes... Read more

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UserTesting is a customer experience platform that helps businesses create tests to collect feedback about launched products and marketing operations. It enables professionals to build custom tests using a drag-and-drop interface,... Read more

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SurveyMonkey CX

SurveyMonkey CX is a Net Promoter Score (NPS) software designed to help businesses create, launch and manage feedback, polls and surveys to measure customer loyalty. The platform enables organizations to designed personalized surv... Read more

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Delighted is a cloud-based customer experience (CX) management solution designed to help small to large enterprises gather and analyze customer feedback by conducting surveys across multiple platforms. Users can evaluate customer ... Read more

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SmileBack is a customer management software that helps businesses capture feedback to improve customer loyalty, engagement, retention rate and more. The platform works with various business platforms such as ConnectWise, Zendesk, ... Read more

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Listen360 is a cloud-based customer engagement solution that enables businesses in the healthcare, franchise, fitness and service industry to collect clients' feedback using surveys and analyze received results. Executives can uti... Read more

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Medallia Experience Cloud

Medallia is a text analytics solution that uses AI and machine learning technologies to enhance customer, employee and product experiences by detecting user patterns, needs and behaviors. It allows administrators to set up organiz... Read more

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Acquire is a real time customer engagement platform that provides all your sales and support in one widget with live chat, email, video calling, SMS, chatbots, cobrowse and screen share. Acquire equips you with the tools to r... Read more

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Keatext is a cloud-based AI-powered customer experience and feedback analytics platform designed for medium and large-sized companies. The robust analytics tool provides clarity on unstructured customer feedback by aggregatin... Read more

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Webex Experience Management

Webex Experience Management (formerly known as CloudCherry) is a cloud-based customer relationship management (CRM) that helps brands track and improve customer engagement by mapping customer journeys, collecting omni-channel feed... Read more

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Thematic is a text analytics solution that helps enterprises collect and analyze customer feedback from various sources using artificial intelligence (AI) technology. Professionals can utilize the sentiment analysis tool to identi... Read more

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BlockSurvey is a privacy-focused experience management solution that allows businesses to create surveys, polls, and forms. This solution is built to help businesses with surveying needs by securely gathering as well as sharing da... Read more

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CustomerGauge is a customer experience solution, which helps businesses calculate net promoter score (NPS), predict churn rates and collect and organize customer feedback. It enables CX teams to embed review requests in survey cam... Read more

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LiaCX is a cloud-based solution designed to help businesses in retail, F&B and hospitality industries manage customer experience across multiple channels. It allows users to engage and gather feedback from customers through survey... Read more

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Buyers guide

Unstructured data in emails, call center transcripts, and social media conversations are a treasure trove for understanding customer experience. One of the ways to organize and understand this unstructured data is to perform a text analysis. The process involves using a combination of statistical and linguistic approaches to analyze the data and derive insights.

Businesses with considerable IT expertise and budget might want to develop technologies in-house to perform this function. However, for most (especially small and midsize), these resources could be scarce, making in-house development tough.

Off-the-shelf text analysis software provides a viable route for the latter category. The option is also suitable for businesses that want a plug-and-play tool to analyze customer interactions.

In this buyers guide, we’ll explain what text analysis solutions do, their common features, and other considerations to help businesses make informed purchase decisions.

Here’s what we’ll cover:

What is text analysis software for customer experience?

Text analysis software is a tool that helps mine insights from unstructured business data that are scattered across various tools and platforms. This provides the opportunity to leverage interactions between businesses and clients to understand customer experience, grievances, and recommendations and then act upon them.

sentiment analysis reports in clarabridge analytics

Sentiment analysis reports in Clarabridge Analytics (Source)

Common features of text analysis software for customer experience

Text analysis software helps derive insights from unstructured textual data. Below are the key features of the software.

Data extraction Extract textual data from various channels—social media, online chat, self-service knowledge base platforms, emails, CRM systems, etc.—that are repositories of customer interactions, by manually importing data or via API integrations.
Topic clustering Automatically classify or allow users to configure aggregator terms, to group similar content into hierarchical and searchable categories.
Sentiment analysis Determine the sentiment of the content author (the customer in this case) by using scoring mechanisms that classify content as positive, negative, or neutral.
Reporting dashboard Derive insights in the form of summary reports of customer sentiments or by visualizing findings in the form of charts and graphs.

What type of buyer are you?

The right type of text analysis software depends on your unique requirements coupled with the expertise level of your in-house IT team. Below are the two buyer categories based on these factors.

  • Small and midsize businesses: These buyers want an application that solves immediate business requirements for social media monitoring, call center transcript analysis, website experience analysis, etc. The suitable applications in this case are cloud-based, plug-and-play text analysis solutions available in monthly/annual subscription plans.
  • Large enterprises: These buyers want a feature-rich data analysis platform with predictive analytics and advanced natural language processing capabilities. The platform should also offer a deep level of integration with a wide range of enterprise tools and support a range of complex use cases such as the ability to analyze and derive insights from customer journeys across multiple channels.

Key considerations

Before buying a text analysis tool, businesses should carefully analyze its capabilities and check out alternatives such as open source platforms or outsourced data analytics services.

  • Additional capabilities: Optical character recognition, speech-to-text conversion, handwriting recognition, etc. are rapidly evolving into key business requirements. Figure out whether investing in a solution that offers such additional capabilities will make ROI-sense in the long-term, even if you don’t have an immediate need for them.
  • Open source platforms: Do your text analysis requirements exceed what off-the-shelf tools support? Do you have an IT team with specialized domain knowledge of text analysis processes? If it’s a yes for one or both of them, consider open source tools such as Apache OpenNLP, Natural Language Toolkit (NLTK), and General Architecture for Text Engineering (GATE).
  • Outsourcing: Does your business have the required budget but lacks an in-house IT staff with domain expertise? The best option in such a scenario is to obtain the services of a third-party data analytics service provider.

Note: The applications selected in this article are examples to show a feature in context and are not intended as endorsements or recommendations. They have been obtained from sources believed to be reliable at the time of publication.