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otso for Retail

otso makes it easy to analyse all of your customer feedback and media mentions, powered by the latest advances in AI.

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Challenges in Retail

Data Complexity
Customers provide Retailers with a wealth of direct feedback about their key pain points. However, this feedback is largely unstructured, and unlocking its value quickly and at scale is difficult.
Store Level Feedback
Customer needs and behaviours vary widely on a store-by-store basis. Retailers need to be able to identify store-specific issues and benchmark individual store performance against the brand average.
Competitor Analysis
Organisations need to be able to adapt to an ever changing competitive market. Organisations need to monitor competitor activity to identify and compare their competitor’s strengths and weaknesses.

Solutions

Domain Specific Sentiment
At otso we have developed state-of-the-art sentiment models to provide a higher accuracy for Australian organisations. These models can be further trained on your specific domain to capture the nuances of sentiment in the voice of your customer.
Impact Metric
Measure the impact of individual services, topics, products or themes against organisational KPIs such as Net Promoter Score (NPS), Customer Satisfaction, Customer Effort and Sentiment.
Mapping Key Priorities
Focus on the issues that really matter, by identifying key priority areas based on volume, sentiment and impact on organisational KPIs.
Drive Change

Identify key drivers of NPS, customer satisfaction, customer effort and other core business KPIs. otso's customisable dashboards support a wide range of standard and custom metrics, and demonstrate the relationship between these metrics and the emergent concepts in your data.

Understand Context

otso provides organisation, issue, and industry benchmarks for key metrics, leading to a deeper understanding of the importance and impact of specific issues against organisational and industry baselines.

Benchmark Stores

Understand store-specific issues and benchmark underperforming and overperforming stores from the brand average.

Other Features

Identify key customer pain points and sources of customer effort.
Understand trends over time and identify where customer needs are not being met.
Understand and analyse all channels of customer feedback side-by-side, e.g., service or information requests, compliments or complaints.
Continuously monitor customer sentiment to identify and triage emerging issues and track interventions in real-time.
Discover and explore verbatim comments that support your insights.
Move Beyond Silos: Feedback channels and data collection often create 'data silos', trapping your information. otso supports a wide range of regularly siloed data types, to help you obtain a holistic view of issues contained within all of your data.

See the forest and the trees.

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