Listening Tool to Convert Reviews into Insight

US voice-of-the-customer MR firm Amplified Analytics has released a tool that it claims turns word-of-mouth (WoM) online reviews into 'sales-driving' product insight.

Amplified Analytics converts customer reviews, call center transcripts, e-mails, online chat and external competitor data into insights to help brands improve their product development strategies.

Its new 'Amplified WOM Analyzer' is a SaaS (Software as a Service) solution, designed to enable users to learn through customer-to-customer conversations which products to push, change or drop. The tool analyzes online reviews and comments using opinion mining software to quantify customer experience and measure how well it matches their expectations.

Resulting analysis offers companies the possibility of understanding why consumers chose one product over another, why they chose a competitor's products and services instead of theirs, and what changes would increase customer satisfaction and sales.

'In reviews on sites like Amazon or Sephora, customers share product information with each other that they might not share with the company,' explains CEO Gregory Yankelovich. 'We've made it possible for companies to effectively listen in.'

Web site: www.amplifiedanalytics.com .