Highlight is a semantic analysis tool that examines messages sent by your customers and provides an overview of all topics and priorities at any time. It analyzes customer verbatims to understand the most discussed topics, allowing you to detect trends, easily identify pain points, and implement concrete actions.
Every received message will be assigned one or more categories in the form of tags:
The categories are predefined based on your industry. A message may be attributed one or more categories:
Click on a tag to view all messages related to its respective category:
Analyse my statistics
Message volume
Go to the Overview tab > Message volume > Détails card to view:
- the most commonly used themes:
- the detailed distribution by theme and by typology (compliment, problem, suggestion, question). Sort the themes by typology, by the number of messages, and by comparison to your last year's results:
NPS
You can review the themes impacting your NPS in the Overview tab:
From the NPS card, click Details and scroll down to view the distribution. By selecting the option #By messages’s theme, you can sort your results by:
- The NPS score;
- Comparison with last year's results;
- The number of messages;
- Percentage of detractors, promoters, and passives.
Dissatisfaction alerts
Select Details at the top right corner of the Dissatisfaction alerts card. Scroll to view the distribution and choose the #By messages’s theme option. You can organize the data by:
- Total number of alerts
- Comparison to your last year's data
- Percentage of dissatisfaction alerts processed via call or message, processed as spam or marked as done with no reply, and pending messages.
