• InfoAnalytica conducted analysis of VOC data received from different sources for a leading e-commerce marketplace to categorize issues faced by customers and to understand the trends.


  • Data coming in from multiple sources in disparate formats
  • Evolving tagging schema
  • Accuracy of tagging and categorization
  • Rapidly growing volume of responses
  • Responses in multiple languages


  • Tagging schema was refined over time to categorize customer feedback in line with different product feature areas.
  • In addition to adhering to the tagging guidelines developed by the company, infoAnalytica also tagged responses with supplementary information such as feedback type, region, source, industry & segment.
  • Developed accurately translated version of responses received for Non-English regions.
  • Provided manual coding process at large volumes for accurate insights.


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