MAKING SENSE OF LANGUAGE BEN HOOKWAY: TO FIND CEO RELATIVE INSIGHT VALUE BEN@RELATIVE.AI STAND B14
DEVELOPED TO CATCH CRIMINALS ONLINE
WHY NOW?
Social Media Reviews Chat Survey Forums Calls Email
Law Enforcement
vs
vs
Comparison applied to consumer understanding.
20 years olds ‘wear’ make up 50 years olds ‘apply’ make up Most people ‘take pictures’ Owners of DSLR cameras ‘shoot images’ Diet Coke discussion before Ad Diet Coke discussion after ad
The Problem The Solution The Result DFS wanted a better Relative Insight compared high DFS understand the driving understanding of the language and low scoring chats based on factors of low conversion and used by their LiveChat agents the contact root cause to what can be gained from high and how to best increase capture the trends and scoring chats that can support conversion. language. High and low then training. compared.
People Bots Technology DFS have created training and DFS have been able to create sign Relative Insight adapted the BOT support documents around the posting for their colleagues based language to mirror the language of language of high scoring chats. on technology issues identified. customers and their business.
67% Increase in ad performance
How to start – some best practice
Language Comparison Discover Social Listening Start high Time Reviews See what is discovered Audience Forums Then drill down Brand Surveys Other questions Geography Focus Groups …….. NPS Live Chat …….. Rating ………. ………. ……… ……….
Outcomes True brand perception Understanding of ad effects Audience differences Trends in sector discussion Trends in societal discussion Product flaws What your customers love Service gaps Business value from language
STAND B14 BEN HOOKWAY: CEO RELATIVE INSIGHT BEN@RELATIVE.AI Questions Please!
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