Apptentive Launches Open-Ended Feedback Tool

In the US, in-app customer communication platform Apptentive has launched a tool called Insights, to give brands access to open-ended feedback from millions of customers.

Seattle, Washington-based Apptentive uses timed surveys, messages and prompts to drive customer interactions on 'more than a billion devices worldwide'. Powered by machine learning, the new 'Insights' solution has been designed to help marketers measure and optimise their customer experience strategies. The tool analyzes all raw text found in app store reviews and Apptentive survey responses and messages, and then presents the analysis in a dashboard with data visualizations. Using artificial intelligence, the tool identifies and ranks phrases found across public and private open-ended feedback, providing quant metrics to understand why customers are taking certain actions.

In a statement, the firm said: 'Talking to a significant number of customers has been a challenge brands have faced for decades. Digesting the influx of explicit feedback proved to be a daunting, time-consuming investment. Apptentive's software enables companies to connect with 100 times more customers through proactive communication at the right time and place in the mobile journey'.

The firm, which is led by CEO Robi Ganguly (pictured), is online at: www.apptentive.com .