Text Mining Software

What is text mining software?

Text mining software is an application that call centers can use to extract valuable data from every interaction that agents and customers have. By using text mining software, call centers can capture better insight into their customers’ feelings. Text mining software can extract data from several sources using different types of advanced technology. One example is NLP. Natural Language Processing is a tool that text mining software uses to analyze already-present text. Many companies use text mining to capture the overall sentiment of online reviews. Call centers use text mining software to analyze customer chat inquiries, SMS messages, IT support tickets, social media content, and emails. They can benefit from implementing the data provided by text mining into the way agents are trained and coached. For example, call centers can learn about the way customers feel about a new product or service by mining the text inquiries related to it. Text analytics can reveal common keywords that identify important trends to reveal possible problems and risk factors for call center leadership to take appropriate action. 

Text mining also helps quantify customers’ needs. Spotting trending keywords isn’t only useful for identifying problems. It can also help companies find what customers are asking for. For example, if a text analysis is conducted on hundreds of customer emails, a commonly repeated keyword referencing the need for a particular service would stand out. Supervisors could use that information to find out why customers are asking for that service and then act accordingly. Text mining can enhance the customer experience by helping contact centers meet customers’ needs.

More Text Mining Resources for Call and Contact Centers

2-Way & Mass SMS Texting for Call and Contact Centers | LiveVox

Improve performance with in-depth SMS analytics. Access SMS-specific or cross-channel reporting to uncover key factors that impact performance and continuously optimize the omnichannel experience.

What is Two-way Text Messaging? Conversational Business SMS Guide (livevox.com)

Compliance is essentially constantly confirming and re-confirming you as a business are engaging with customers on their terms. You can’t just buy a list of numbers and start texting. You have to build an opt-in list that tracks obtained consent by the customer.

To build your SMS messaging database, you first need consent to engage with a customer. To do so, you need to ask their permission. Obtaining consent for the initial touchpoint is critical, but it’s an ongoing affirmation.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.