Attensity- Slow at the start, but has evolved into a good product
January 26, 2014
Attensity- Slow at the start, but has evolved into a good product
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Attensity
We leverage Attensity as a big crutch in our organization to understand customer sentiment from our email survey data and call detail record data. It is used most heavily between our Customer Retention and Marketing departments, mostly to understand the current customer base better and trend sentiment over time to have a good understanding of open-ended feedback. Attensity's biggest strong-point is that it helps structure open-ended text to trend customer sentiment over time. Departments rely heavily on custoemr sentiment, and finally there is a way to wrap your hands around countless fields of data.
Attensity does have it's limitations, but overall it does provide valuable insights to most organizations.
Attensity does have it's limitations, but overall it does provide valuable insights to most organizations.
- Text analytics- trending open-ended feedback.
- Marrying structured and unstructured data.
- Centralizing customer sentiment into one tool.
- Filtering out bad data.
- Response time from customer support.
- Lack of account management and concern.
- Increase Net Promoter Score.
- Decrease Churn.
- Increase Revenue.
I have used numerous amounts of text analytics, including: Clarabridge, Polyvista, SPSS, and other tools in the past. Attensity was by far the best of the lot. It was a bit pricier than some of the other solutions out there, but if you need a positive return on understanding customer sentiment, then this tool will work wonders.