Effective Customer Feedback Review with AI and Low Code

19.12.24 06:18 PM By Ganesh Kumar

“It’s going to be interesting to see how society deals with artificial intelligence, but it will definitely be cool.” —Colin Angle


Introduction

Customer Feedbacks and reviews are very much inclusive of a business whether they sell products or services. A negative review or feedback can easily bring down the total reputation and image built by the organization over the years. Identifying the negative reviews, neutral reviews are far more important than acknowledging the positive reviews. With the evolution of Artificial Intelligence (AI), Low Code Technologies, any business with less investment can easily be able to respond and address the gaps/holes in their services or products.

Why Customer Feedbacks and Reviews need automation?

Let us say you are running a Distribution Chain where goods are being picked up from your Store/Supplier and delivered to end customers. Assuming your supply chain is fully automated with the different cycles/stages of the supply chain from your store to the customer's hands. You will definitely have your system tracking the delivery process in real time. Now, the biggest gap most businesses do not cover is to collect the review and address the concerns of the customers who either did not like your product or service or were completely dissatisfied with the post-sales support of your organization.

How do you ensure these types of customers who do not want to leave you and choose your competitor? Most importantly, how do you ensure these reviews are taken care of sincerely and addressed? With thousands and thousands of reviews written over the web for your product/services, you may not have the bandwidth to hand-hold each review and plan for addressing the concerns ASAP.

One of the ideal solutions would be to have an automated process to collect these reviews and classify them according to their sentiments.

What are the challenges in dealing with those reviews?

There may be numerous challenges to deal with the addressing of the feedbacks and reviews. However, we will cover the below items alone in scope for this discussion:

  • Option to choose the familiar language of the customer to write his/her concerns

  • Analyzing the sentiment of the customer upon receiving the review

  • Translation of the customer's review language words into your support executive's Language (Or, in general, say English)

  • Classification of the submitted reviews with proper demarcation of the Sentiments

     

    How Zoho Creator and AI together solve the problem?

    With your Zoho Creator developed low code application with Customer Portal support to your end customers, you will be able to provision the review functionality for each customer right away after receiving their goods/services.

    Once the customer logs in to their portal, they will be able to see their orders and a review button attached for each one of their orders. Upon entering into the form via the review action, they will be prompted to choose their product(s) to give their feedback in the language of their familiarity.

    AI Deluge API and Models supported by Zoho Creator will reduce the task of proofreading the content manually and classifying the same. In addition, the sentimental analysis support of the AI in Zoho Creator even helps in routing the concerns into a proper grouping for support executives to address. Further integration with Zoho Desk, a ticket can be raised real time as well.

    Lastly, the AI Deluge API of multiple language translation support, neither the customer nor the support executive should be worried about communicating with each other for resolving and addressing the concerns.

    Conclusion

    As you see above, with the right tools in place like Zoho Creator Low Code platform developed applications, AI supported features, Ticketing system integration with Zoho Desk, the customers' reviews are collected in an organized way and addressed earlier.

    Ganesh Kumar