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Background:
The automotive company aims to collect and analyze unstructured natural language data from users, converting it into structured, actionable insights. These insights will guide brand actions, helping the brand understand user perceptions and interactions with the brand, products, and services across all touchpoints throughout the entire customer lifecycle. This will enable the company to identify and address issues, ultimately providing a better user experience.
Challenges:
1) Building a Voice of Customer (VOC) platform to efficiently integrate and analyze user feedback from multiple channels, and transforming these insights into business improvement actions, has become a key challenge.
2) Building a user-centric operational system to help various business departments better understand data, improve user services, and take action based on user intentions and needs, while delivering the best possible experience at every touchpoint, has become another key focus.
3) Understanding competitors' dynamics, accurately extracting valuable competitive intelligence, and adjusting strategies in a timely manner to maintain a competitive edge, while developing differentiated strategies, has become the third major challenge.
Solutions:
1) Voice of the Customer：User complaint/dissatisfaction/inquiry insights, business issues and product quality issue insights, complaint ranking insights, and closed-loop improvement processes.
2) Market Insights：Competitive product selection and comparison of product volume, negative feedback, issues, and sentiment.
3) Agile Intelligence: Risk issue detection and tracking report, business data special inventory report, regular business analysis report, business scenario discovery report, and business scenario strategy planning report.
Customer Value:
1) Improve user experience, enhance customer satisfaction and loyalty through precise insights and rapid response to customer feedback.
2) Through market competitive insights, understand competitors' dynamics, develop differentiated strategies, and maintain a competitive market advantage.
3) By leveraging systematic data analysis and reporting support, provide reliable decision-making foundations for the enterprise, improving business operation efficiency and effectiveness.
