Our client is a major player in the online apparel and cosmetic retail industry. They have been in the game since the early days of the Internet revolution and have built up a strong and loyal customer base. Such an organization hosts thousands of reviews from their customers on a daily basis. These reviews are unstructured and can lead to efficient buyer satisfaction strategies if analyzed for key metrics. ParallelDots ran a conceptual study using their strong expertise in analyzing verbatim with NLP. Our analysis encompassed opinion mining and emotion analysis of customer reviews on the client's web platform.
An estimated 900,000 feedback of all the brands were collected by the E-commerce giant. The goal was to generate these specific insights:
By leveraging responses to open-
ended comment and questions
together with ParallelDots’ AI, we
provide much deeper and more
actionable insights than are obtainable
with conventional analytics.
In contrast to typical tracking studies,
which are limited to just measuring
satisfaction levels, ParallelDots yields
not only intelligence about the actual
factors driving satisfaction (the “Whys”),
but also quantifies the extent to which
each factor actually influences
ParallelDots provides an automated
way of turning hundreds of guest
voices into a clear understanding of
what matters to different groups.
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