Text Analysis in Customer Service
LeTicia Cancel
October 28, 2020
Quantitative Analysis
Quantitative analysis is an easy way measure performance in a company.
- Response Time
- Resolution Time
- Customer Rating/Score
Zapier customer support average response time.
Qualitative Analysis
How do customers really feel about a company or product?
- Customer behavior
- Most common issues
- Sentiment Analysis
Qualitative Analysis Cont'd
We all now have some experience in qualitative analysis from project 3.
- Frequency of Words
- R Wordcloud
