Case Studies
How Mattel Subsidiary American Girl Used Text Analytics to Better Understand the Voice of Customer and Improve the Customer Experience
Overview
Consumer Goods Retail | |
Sales & Marketing | |
Data Science Services Software Design & Engineering Services | |
Operational Impact
KnowledgeREADER helped American Girl gain valuable insight into the voice of their customer through their emails, to improve their products, brand, and customer experience. | |
The team was able to monitor, analyze, and actively listen to what customers were saying about their brand, products, and services on an ongoing basis. | |
They could analyze mass volumes of data to accurately interpret the sentiment behind the words. | |
Quantitative Benefit
Processed and responded to upwards of 300,000 emails per year. | |
Analyzed 1.5 million annual phone calls. | |