How to use AI for customer feedback analysis

Nowadays, it is essential for businesses to effectively collect and analyze customer feedback. If you can analyze your customer feedback accurately, you can gain valuable insights into how you can reach your potential new customers and improve your product development processes or services.

Recently, AI has become an integral part of our business lives. Therefore, companies are now using various methods to analyze customer feedback with AI.

In this article, we will talk about the best ways to use AI for customer feedback analysis.

“If you’re competitor focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.”
— Jeff Bezos, Founder and CEO of Amazon

Table of contents

• What is AI customer feedback analysis?
• Advantages of using AI for customer feedback analysis
• How to collect customer feedback with AI-powered methods
• How to analyze customer feedback with AI-powered methods
• Conclusion

What is AI customer feedback analysis?

Customer feedback analysis with AI basically means using AI techniques and tools to analyze customer feedback data. The purpose of customer analysis with AI is to uncover insights that can improve your customers' experience.

• Insights into your customers' key expectations
• Common patterns in your customers' usage scenarios
• Use-cases of your customers
• Common problems your customers face with the solutions you provide
• Insights into how your customers position your services, products and brand

With customer feedback analysis with AI, companies can analyze all feedback on a larger scale and identify common patterns about customers' behavior and feedback.

The steps that may be useful for you in customer feedback analysis with AI are as follows;

• Collect customer feedback from various channels. In this way, you will be able to reach a larger customer base and collect more feedback. (social media, surveys, emails, events, meetings etc.)
• Prepare your data for the analysis process. This is basically known as data cleaning or data normalization. This way, you can make your data more consistent and contribute to the analysis process.
• Apply AI and machine learning models to detect sentiments, keywords, and themes in data. This way, you can easily classify the feedback you receive.
• Visualize the data you get from your analysis and convert it into easy-to-understand reports. Once you identify common patterns, it will be easier to show and report them in charts.
• Analyze your reports and plan your action steps to increase customer loyalty and satisfaction.

AI-supported customer feedback analysis is becoming more common day by day for companies that want to better understand their customers' expectations and journeys and develop more meaningful customer relationships. When you implement customer feedback analysis with AI for your company, you can be better equipped to develop experiences that add more value to your customers.

Advantages of using AI for customer feedback analysis

In addition to acquiring new potential customers, developing the customer journey and loyalty of the existing customer base is also of critical importance for companies. In order to gain the loyalty of their customers, companies can make more planned developments towards the needs of their existing customers with the insights they can obtain through AI-supported feedback analysis. Customer feedback analysis with AI helps understand customers' pain points and expectations to develop new strategies.

It is difficult for companies to process and analyze the large volume of data they receive as feedback from different channels. AI-supported survey tools or data analysis tools can simplify this process. Thanks to these advanced technologies, making data-based decisions becomes more seamless for companies. Using AI technologies in customer feedback analysis provides various advantages for companies.

Let's learn together how the use of AI in customer feedback analysis transforms analysis processes and customer experience!

Bulk data analysis

Artificial intelligence can analyze large volumes of data much faster. A single customer feedback survey can receive thousands of responses. Analyzing this volume of data is not something an analyst can do manually. AI can examines all this data in minutes and detects themes and important insights.

Productivity

AI tools help companies categorize and analyze customer feedback data more efficiently through automated data processing systems compared to manual methods. Thus, companies can reduce manual effort and long hours spent processing data.

Multi-language support

NLP-powered artificial intelligence models can easily eliminate the language barrier by easily analyzing feedback in multiple languages. In this way, you can enable your customers from all over the world to easily give you feedback in their native languages and you can include this feedback in your analysis process.

Objective evaluation

Artificial intelligence reduces the personalization of the analyzes. Humans have biases that affect their decision-making mechanisms, but analyzes made with AI are objective and free from these biases. In its analysis process, AI focuses entirely on the patterns within the customer feedback itself, rather than any existing ideas.

Detailed information

In today's competitive age, it is not enough to know whether your customers are happy with your product or service. Deeper insights into your customers' buying patterns, preferences, opinions, and decision-making processes can help a company improve its services and predict potential future customer patterns.

Deep insights

Artificial intelligence can detect connections and relationships between data that humans might miss. It can analyze feedback along with customer characteristics such as purchase history or demographic details to gain new insights. These multi-factorial analyzes may be challenging and time-consuming for humans, but they are super easy for artificial intelligence.

Know your customers better

With the help of AI-supported customer feedback analysis tools, you can obtain more accurate and detailed information about your customers' expectations and their buyer personas. This way, you can develop your products and services in a more targeted way without spending too much time and money on market research.

Consistent results

Although it is important to process data accurately, when there is no consistency, the results can be misleading and negatively impact your data-based decision-making process. When the process of combining identical data sets to examine seasonal growth and behavioral changes is automated, the data can be turned into useful insights. Artificial intelligence produces consistent results in data analysis. While the same data analyzed by different people may lead to different analysis results, artificial intelligence will always process the data with the same perspective and objectivity.

Artificial intelligence allows you to perform fast, unbiased and highly detailed analysis of large volumes of customer feedback data. Thanks to analysis of customer feedback with AI, every business can easily get detailed insights into their customers' experience and strengthen data-driven decision-making mechanisms.

How to collect customer feedback with AI-powered methods

Analysis of customer feedback is not the only area where you can use artificial intelligence. You can also get help from AI-powered methods when collecting your customer feedback.

Let's take a look at AI-powered methods for collecting customer feedback!

AI-powered survey tools

Artificial intelligence can help you create personalized surveys that change dynamically based on your customers' responses. This way, you can ensure that each survey is tailored to the respondent and increase the possibility that your customers will complete your survey.

One of the most effective features of AI-supported survey tools is the ability to analyze text-based responses with natural language processing techniques and provide insights into customer preferences. AI's predictive capabilities also increase the possibility of receiving feedback by identifying the best time when a customer is most open to providing more feedback, based on previous interactions.

Email analysis

AI tools can analyze large numbers of emails or support messages, and categorize and prioritize them. This way, you can easily prioritize critical emails and it provides you with an easier way to manage high volumes of  emails and support messages

Social media monitoring

Artificial intelligence algorithms can scan all social media platforms regularly. This way, you can easily be informed when your brand is mentioned on any social media platform.

Thanks to social media monitoring by AI tools, you can analyze and report all positive or negative comments about your company. With this approach, you can respond to all comments promptly and have a proactive social media user profile.

Voice assistants

Voice-activated artificial intelligence assistants offer an intuitive way for your customers to provide feedback. AI-powered voice analysis solutions easily transcribe and review your customer service calls. Thanks to voice artificial intelligence assistants, businesses can understand customers' emotions, preferences and problems from their interactions.

AI-powered chatbots

AI-powered chatbots can replace human interactions on various platforms like websites, social media, message apps etc. Chatbots are invaluable technologies for businesses with their ability to interact with customers in real-time, answer their questions and collect feedback.

Chatbots can detect the mood of the other person in a conversation, categorize customers' questions, and seamlessly transfer the customer to a human representative in complex queries.

By integrating artificial intelligence technologies into feedback collection systems, businesses can gain deeper insights into their customers' needs, preferences and pain points.

How to analyze customer feedback with AI-powered methods

You can gain valuable information about your customers' preferences and concerns by using AI-powered customer feedback analysis tools in your company. In this way, you can facilitate the analysis process, save time by reducing manual workload, and make data-driven decisions that increase customer satisfaction.

Incorporating AI-powered customer feedback analysis methods into your business strategy can increase customer satisfaction and help you define a pattern for new potential customers.

In addition to its capabilities in data collection, data management, collaboration and creating data-based business applications, Retable also helps you easily analyze your data with its artificial intelligence integration. Additionally, thanks to its online form feature, you can easily create and share your customer feedback forms as you wish. Thus, you can manage both your customer feedback collection tool and your customer feedback analysis tool from a single center.

Let's learn step by step how you can do AI-powered customer feedback analysis with Retable!

1. Create a customer feedback form

It is super easy to quickly create customer feedback forms with Retable's online form feature. Simply follow the steps below to create your customer feedback form;

• Login to your Retable account
• Create a project
• Create your questions on the grid view and customize the format of your questions. Retable offers you +31 column types, and you can determine the format of your questions by choosing the column types you need.
• Create a "Form view" from the "Views" menu on the left of your screen.
• Start customizing the form as you wish. For example, you can change the headline of your form, you can make your questions required or optional, and add a description or cover image to your form.

Retable offers dozens of options to customize your forms. To learn all the capabilities that Retable forms offer, you can take a look at our "Best features of Retable forms" article.

2. Share your form and start to collect feedback

It is super easy to share your Retable forms. You can share your form by clicking the share button at the top right corner of your form. You can also easily embed your form on your website by clicking on the embedding icon in this area.

3. Analyze your customer feedback data with Retable's ChatGPT integration

Here we come to the part that changes the rules of the game! Retable helps you analyze all the data in your tables with AI, thanks to its built-in ChatGPT integration. All you need to do is go to the table where you collect responses for your customer feedback form, create a GPT column and write your prompt. Retable's GPT column will automatically start running this prompt for all your rows.

Let's implement this entire process step by step together.

Create a GPT column

Create a GPT column in your form answer's table. All you need to do for this is to click on the "+" icon at the far right of your table and then select your column type as GPT from the customize column window.

Enter your Open AI API key

Type your Open AI API key in the "Secret key" field on your customize column window. You can generate a ChatGPT API secret key from here.

Write your prompt

If you want the feedback from your customers to be analyzed by AI most accurately, you should write your prompt clearly. Retable allows you to reference the data in your columns while writing your prompts. For example; Let's say you have 3 separate form questions in which your customers write their pain points, use cases and best features. This data is kept in your table as 3 separate columns.

You can use these columns as a reference when writing your prompt to Retable's ChatGPT column. Thus, ChatGPT can analyze your customers' answers to these questions and give you a score for how satisfied they are with your product or services. To use your Retable columns as a reference in your prompts, you must add your column names to your prompt in {curly brackets}.

Here is an example prompt; Based on the evaluations on {Are you happy to use our product}, {What's your pain point?} and {What is your favorite feature} columns. Give this user a score out of 10. How happy do you think they're using our product?

Save and run!

Now, you're ready to save your column! Then Voila! ChatGPT will generate answers for each row separately based on your prompt.

ChatGPT evaluates your customer responses following the prompt you wrote while scoring your customers and scoring them objectively. This way, before reviewing all customer feedback form responses individually, you can prioritize the customers with lower scores and start working to turn them into happy customers!

Conclusion

Beyond being an online database solution for you, Retable also helps you create business applications specific to your needs visualizing your data with smart data views such as grid, form, kanban, card, calendar, chart, list and map. Additionally, with ChatGPT integration, Retable helps you analyze all the data in your tables with AI. Nowadays, getting support from artificial intelligence in data-driven decision-making is a highly preferred method for companies.

You can now start using Retable for free to adapt your company to AI-based solutions quickly and simultaneously centralize your work management processes in a single platform!