Customer Experience & Sales

Relative Insight dashboard screenshot with customer insights projects displayed

Relative Insight’s comparative text analysis platform helps customer experience and sales teams extract valuable customer insights from relevant text data.

Frequently analysed data sources include customer satisfaction surveys, support transcripts, email correspondence and notes housed in CRM systems and online reviews of your product or service.

Analysing these data sources will give you rich voice of the customer insights that enable you to improve the customer experience, satisfaction and retention.

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Customer reviews

Understanding how customers talk about their experience with your products and services is essential. Reviews are a rich source of customer insights that can inform brand messaging, product development and training for customer success and sales teams.  

For example, comparing language from five-star reviews against one-star reviews can help you understand the drivers of positive and negative customer experiences, providing insights that can be used across the business.

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Customer support channels

By analysing the language used in contact centre interactions – whether through live chat, phone call transcripts or social media exchange – Relative Insight helps companies shape resonant customer experience strategies.

Our comparative approach to text analysis will enable you to pinpoint exact words and phrases that correlate to high-scoring customer interactions, which can then be used to inform training and the development of scripts and processes for contact centre staff.

Equipped with finely tuned customer support language, you can drive improvement in customer satisfaction, CSAT and NPS.

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CRM & sales resources

CRM systems are the beating heart of sales and go-to-market strategies, and they contain huge amounts of untapped text data waiting to be analysed. 

Using Relative Insight to analyse email correspondence and notes contained in CRM systems can help you better understand and manage your customer lifecycle. Our technology can help you identify words and phrases that are indicative of customer health so that you can equip sales and customer experience teams with all the tools they need to grow the business.

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Relative Insight has been instrumental in helping us investigate the way in which people use figurative language to talk about the different aspects of life and brands, and to identify what’s most prevalent and important to them.
Gideon Wilkins
Head of Research
McCann London
In a data-rich age it’s not just about big data, it’s about better data which is what Relative helps distil. The insights have been invaluable to create strategies based around enhancing customer relevancy, advocacy and loyalty.
Susie White
Marketing Director
James Villa Holidays
The team is just as incredible – the best onboarding and strategic support I’ve ever witnessed from a company offering a digital resource.
Evan Faber
Moxie Sozo
The insights give a clear focus highlighting what is working, and also giving straightforward feedback in the areas we need to develop.
Matthew Smith
CX Project Manager
We love how Relative Insight help us to pull apart the way in which language is used in different categories, markets and consumer cohorts.
Russ Wilson
Hall and Partners
The best thing is the unbiased nature of the tool. Previously, I would dive into data with a hypothesis and would look to support or disprove it, but the tool picks out the biggest differences by word or topic which means we’ve uncovered insights that we didn’t even know we were looking for!
Dominic Burrell
Consumer & Category Manager
Relative Insight consistently provides us with value added insights and perspectives for our clients. The work is very relevant, and the team is always super-helpful and responsive.
Rina Plapler
I presented the raw version of the insights, and the gang were honestly blown away by the capabilities of the platform, but mainly by the dedication from Relative’s team to help us strengthen them.
Senior Strategist