Introduction

• 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.

Challenges

• 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

Solution

• 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.