As an online marketer, you want to know the pain points and USPs of your website and services. As a marketer, you can use AI Natural Language Processing to segment reviews in Google Sheets and gain insights. This is not only useful for you as a marketer and your marketing or growth team, but can also help Customer Care teams, Product teams, and Commerce improve their KPIs such as NPS, CSAT, CES, and conversions.
This technique can be seen as a broader form of Conversion Rate Optimisation (CRO) because it does not only affect conversion. It is a form of Customer Experience Optimisation (CXO), as it focuses on improving the customer experience. By using AI to segment reviews, you can identify the most common complaints and compliments. This allows you to take targeted actions to improve the customer experience and increase conversions.
An example of this is identifying the most common complaints about a service. You can then translate these complaints into concrete action points, such as improving customer service or adjusting the service to better meet customer expectations. By taking these actions, you can improve customer satisfaction and ultimately increase conversions.
Topics can appear in both positive and negative reviews. It is therefore also important to compare them. With a feedback balance model, you get an overview of the improvement points and positive points that customers experience.
But using AI is not just about identifying problems. We can also identify the USPs of our services by looking at the most common compliments from customers. By highlighting these USPs in our marketing and communication, we can attract potential customers and convince them to choose our services.
In short, using AI to segment reviews is a powerful technique that is not only useful for marketing or growth teams but also for Customer Care teams, Product teams, and Commerce. It allows us to improve, monitor, and increase conversions by taking targeted actions and not thinking in labels and tags from our own perspective. AI has become an effective tool for anyone involved in CXO to better leverage qualitative reviews for better service, increased conversion, and satisfaction.
If you want to know more about how to leverage qualitative reviews to improve CXO, you can contact the CXO team at Follo. Our specialists are ready to help you and can provide more information on how we use AI NLP to segment reviews and identify the pain points and USPs of a website and services. We are happy to help you improve your customer satisfaction and increase your conversions. Contact us today!
