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Choosing a text analytics provider is rarely simple. Many text analytics companies claim to offer the best platform, but some may be better than others. And as a customer, how are you going to be able to choose the best platform for your business?

If only there was a way to narrow the field to evaluate text analytics providers…

Thankfully, we're here to help – here are five questions you should ask a text analytics provider:

1. Does your analysis account for multiple data sources?

A text analytics platform should be able to help your business evaluate customer data from myriad sources, including:

• Social media
• Customer reviews
• Customer contact center
• Surveys
• Website

Also, your business should be able to receive the data in many different formats – everything from common files and popular database formats to standard data feeds. Use a text analytics platform that accounts for data source, and ultimately, you'll be able to better understand your customers and determine the next steps to bolster your business' customer satisfaction (CSAT) levels.
 
2. Is your text analytics platform a full-service solution? 

A text analytics platform should provide fast, accurate customer data consistently – but how can you use this data if you don't know what it means? Ideally, your business should consider a text analytics provider that clearly presents insights hidden within the customer data to your company. You'll also want to be able to ask questions and have access to experienced analytics professionals without having to keep one on staff. And with a first-rate text analytics provider at your disposal, you'll reap the benefits of in-depth customer information that data analysts can explain, too. Furthermore, you'll want to ensure that any text analytics provider and its data analysts can actually help your business make improved business decisions as well. As such, your business must ensure it can to find a full-service text analytics solution that fulfills your business needs before you commit yourself to a text analytics provider. 

3. What is the return on investment (ROI) of your platform? 

Return on investment (ROI) is an important consideration for businesses of all sizes – and your company is no exception. With an effective text analytics platform, your business should be able to lower its market research costs as well as the time it devotes to collecting and managing customer data. A text analytics provider should work with your business to help it achieve its business goals. This provider should take a proactive approach to ensure your business can make the most of the customer data at its disposal, allowing you to maximize your ROI.
 
4. Does your analysis consider emerging trends? 

Want to find out how customers' views of your products and services have changed over several weeks, months or even years? With a viable text analytics platform, your business should have no trouble identifying emerging trends that could affect your company and its customers going forward. A text analytics platform should empower your business to be proactive. This platform must possess exceptional tools your business can use to better understand your customers and their feelings and thoughts about your offerings. That way, your company will be able to utilize extensive customer data to make informed business decisions and find new ways to keep your customers happy.

5. How will text analytics help me improve customer experience (CX)? 

Is there a disconnect between your business and its customers? If so, your company could encounter a variety of problems, especially if it fails to capitalize on the customer data that is already at its disposal. Fortunately, a text analytics platform can help you bridge the gap between your company and its customers, both now and in the future. This platform offers customer data that you can use to incorporate changes that can deliver immediate results, which is increasingly important in today's highly competitive global marketplace. A recent International Data Corp (IDC) study, for instance, showed CX "has been the most visible and important 'experience' initiative to date." And if your business can leverage a text analytics platform to go beyond simple customer surveys and market research to understand its customers, your company could benefit from valuable customer data that can help it for years to come. 

Manage your customer data with Solution as a Service (SolaaS) 

Your business can never have enough customer data, but how can you organize and manage this information? With SolaaS, your business can take data analytics to the next level. In fact, SolaaS can provide your business with the customer data it needs to improve CX and CSAT simultaneously. SolaaS simplifies the process of collecting and organizing customer data, ensuring your company can make informed decisions faster than ever before. It is managed by data scientists who fully understand text analytics, and as a result, can identify customer patterns and trends and can help you gain a competitive edge over your rivals.
 
Summary 

All text analytics providers are not created equal. A business that knows exactly what to ask a text analytics provider, however, can make an informed decision. And with the right questions, your business can determine how a text analytics provider will deliver the customer data your company needs to thrive.