KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience management, employee experience and brand research partner to more than 500 brands, has advanced its text analytics technology with a host of new intuitive data visualizations and reporting capabilities that help brands turn open-ended customer feedback into actionable insights.
As the customer journey becomes more complex and spans multiple touchpoints, brands are finding it increasingly difficult to effectively manage the volume of unstructured customer feedback. Leveraging its strategic investment in technology, including more than doubling its engineering team over the last two years, SMG has enhanced its text analytics offering to help brands uncover insights and take action faster.
With insights often buried in the data, SMG’s text analytics engine processes data across channels—from social media to solicited customer feedback—to provide a holistic view of the customer through the smg360® reporting platform. Available in a phased rollout throughout 2019 are several new features to help brands fully leverage the multi-source reporting capabilities in smg360.
“From increasing volumes of data to evolving customer expectations, accurately measuring the customer experience requires the right tools and know-how,” said Bennett Gamel, SMG Vice President of Product Management. “With a dual focus on technology and professional services, our unique approach focuses on helping brands uncover insights and boost loyalty.”
In addition to the features highlighted above, SMG is introducing a company health report in early 2020 that will provide executive users with a high-level overview of sentiment across feedback channels and how it changes over time. With an advanced text analytics engine and more intuitive reporting technology, SMG is making it easier for brands to uncover insights, take action and make smart changes that create better business outcomes.
About Service Management Group
SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit www.smg.com.