Cases:Toiletry manufacturer

VOC analysis for marketing

Clarification of the expectation of customers from data and proposal of issues on marketing and measures for them

Overview

We analyzed the VOC (voices of customers) data collected by the call center, identified issues on marketing, and develop measures for them. We also provided support for businesses and system design necessary to implement the developed measures.

Services provided by LTS

  • LTS analyzed the VOC data collected in the call center by using a text-mining tool.
  • Examining the analysis result by making use of the knowledge about statistics and service sciences, LTS proposed issues on marketing and measure for them from the customer’s point of view.

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