Voice of the customer and e-reputation

Understand your customers.
Control your reputation.

In a context where customer experience and perception determine performance, Odigo Insights puts data at the service of your decisions.
Thanks to semantic analysis and artificial intelligence, our solution exploits all customer conversations, online reviews and web mentions to reveal the trends, emotions and weak signals that matter.

For whom?

Act on what your customers say, wherever they speak

One solution, two offers for a complete vision of experience and reputation.

For Customer Experience Managers

Odigo Insights VoC (Voice of the Customer) by AKIO helps Customer Experience Departments make the most of the richness of customer exchanges.
Thanks to its semantic analysis engine, the solution centralizes and interprets in real time the verbatim from all customer expression channels (calls, chat, social networks, online opinions, surveys, etc.) to detect customer irritants on offers and routes, with a view to improving sales performance, satisfaction and loyalty.

For Communication Departments

Odigo Insights eReputation by AKIO offers a global vision of your brand’s perception on the web and social networks.
The tool enables you to analyze public conversations, monitor your image, and compare yourself to your competitors to steer your communication strategy with objective data.

Why?

A powerful, user-friendly platform

A unified interface bringing together all content (emails, chats, surveys, ratings, social media, etc.) for cross-functional, real-time analysis of customer conversations, and tools for optimal information sharing.
Accessible as SaaS from any web-connected computer, 24/7. Data hosted in France in an ultra-secure private cloud. Fully compliant RGPD management.

Towards Customer Knowledge

A unified platform for tracking and analyzing all customer contacts, a veritable customer satisfaction management tool, at the service of customer knowledge.

For the whole company

Operational Insights that can be used by Customer Services, Communications and Marketing, but also by Product Management, Supply Chain Management…and of course the CEO.

Voice of the customer analysis

Semantic analysis of content from different customer contact points: emails, community chats, social conversations, satisfaction surveys, reviews…

eReputation Watch

A comprehensive tool for monitoring and analyzing media coverage and conversations on social networks, blogs and forums to keep track of what’s being said about you and your market.

Opinion analysis

Detection of opinions – positive, negative, neutral – and modes of expression (question, injunction…) based on an AI engine (machine learning).

Theme detection

The analysis engine identifies topics and structures information into themes: customer pathways, business sectors, products, competition…for information that can be used immediately.

Customizable dashboards

Dynamic dashboards make it possible to track customer statements in real time, monitor known issues and identify emerging topics.

Alerts

Alerts on potentially sensitive subjects (attrition, product complaint, legal threat), substantial increase in the volume of a theme (price, size, delivery, payment….) to detect weak signals.

Targeted newsletters

Editorialized newsletters to relay the latest information in a targeted way (customer service, marketing, product, logistics…): top positive/negative comments, most discussed topics, customer suggestions…

EXPERT OPINION

"Capturing the voice of the customer across all channels, including online reviews and social networks, enables us to detect weak signals and anticipate expectations before they become crises."

Principal product marketing, Odigo

Concrete results for our customers using Odigo Insights

churn reduction

- 0 %

of conversations analyzed

+ 0 %

time saved analyzing verbatims

0 x

CUSTOMER TESTIMONIALS

Our case studies

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Ready to transform your customer relationships?

Find out how Odigo can adapt to your business challenges and organization.

FAQ

Do you have any questions?

What does Voice of the Customer (VoC) mean?

The Voice of the Customer brings together all customer feedback on your products, services or customer journey. The solution centralizes this data and uses semantic analysis to detect irritants, expectations, emotions and customer trends.

What does e-reputation analysis involve?

E-reputation analysis monitors and interprets public mentions of your brand on the web (social networks, blogs, forums, etc.). It helps you understand how your company is perceived, monitor your image, and compare your positioning with that of your competitors.

What is Odigo Insights?

Odigo Insights is a Voice of the Customer (VoC) analysis and e-reputation monitoring solution. It leverages artificial intelligence to analyze verbatims (texts, opinions, conversations) from all channels (calls, emails, chat, social networks, online opinions, surveys…), in order to provide actionable insights to improve the customer experience.

How does the solution identify feelings?

The platform uses natural language processing (NLP) and machine learning algorithms to automatically detect positive, negative or neutral opinions in texts, as well as the emotions expressed.

How are the results used operationally?

The insights generated by the platform can be used by different teams:

Customer service: to reduce irritants,
Marketing: to understand brand perception,
Product: to prioritize product improvements,
Communication: managing reputation and responding to potential crises

Understand your customers.Control your reputation.