Decode your customer's verbatim in a few clicks
Updated June 06, 2022

Decode your customer's verbatim in a few clicks

Romeet Vyas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gavagai

Verbatim data from customers is a critical aspect that companies tend to ignore due to the sheer volume and complexity of analysing it and deriving outcomes from it. Gavagai is one such powerful tool that helps you in analysing the voice of your customer. It supports about 47 languages and the Machine Learning has been strongly coded to help you derive meaningful insights. The quantum of data for B2C business tends to be huge and that's where Gavagai simplifies it to analyse it. I have used it in my current and previous organisation and it has been a very helpful tool in understanding the pain points that my customers express through VOCs.

Pros

  • Simplifies text data.
  • Lets you customise your dashboard.
  • Sentiment analysis
  • Supports 47+ languages

Cons

  • Auto generated filters based on the data uploaded.
  • Adding more Indian regional languages.
  • Competitive pricing
  • Their customer support
  • Ease of using the tool
  • Saving time and man hours by not analysing text data manually.
  • Helps save man hours.
  • Reduces the effort required to analyse big data.
  • Helps to act upon areas of improvement faster.
  • Indicates the strengths or things that are particularly liked by your customers.
I didn't evaluate many options while choosing Gavagai, I had explored a few local vendors whose capabilities were either incomplete or were not up to the mark. Their customer support was also quite poor. Also, the tool was debugged enough which led to frequent crashing. Alchmer although is not a direct competitor to Gavagai, since it's more of a customer feedback tool with additional capabilities of text analytics. I found Alchemer to be extremely expensive. Zonka on the other hand was quite welcoming to feedback from me and promised to develop additional capabilities for my specific requirements although the plan didn't go through due to internal reasons.

Do you think Gavagai delivers good value for the price?

Yes

Are you happy with Gavagai's feature set?

Yes

Did Gavagai live up to sales and marketing promises?

Yes

Did implementation of Gavagai go as expected?

Yes

Would you buy Gavagai again?

Yes

Gavagai is well suited for a B2C business that receives a lot of customer feedback in a form of open-ended text. It makes life easier for the customer experience team to efficiently identify the strengths and areas of improvement for the business. It saves a lot of time and also the hassle of analysing text data manually. It is not just a word cloud tool that shows you the words with the most number of mentions. Gavagai directs you towards actionability.

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