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Your Brand's Ultimate Solution for Social Listening, Review Analysis, and Deep Understanding

Voice of Customer
Analytics (VOCA)

At Express Analytics, we empower you to better understand your customers and react faster. Our Voice of Customer Analytics (VOCA) Engine leverages advanced NLP, emotion recognition, and multilingual capabilities to transform unstructured customer feedback into actionable insights. From social media reviews and product ratings to support chats, VOCA reveals your customers' true sentiments.

VOCA Hero

Express Analytics' Approach

What is VOCA?

VOCA systematically gathers and analyzes customer feedback from various channels to uncover their expectations, preferences, and feelings. Express Analytics’ VOCA Engine goes beyond basic text mining, providing deep semantic and emotional insights powered by AI, machine learning, and language processing tools.

Key Features and Tools of EA's VOCA

Sentiment Analysis
Sentiment Analysis
Understand Public Opinion
Track positive, neutral, and negative sentiments across various formats, including text, audio, and images, to gain a deeper understanding of how your audience truly feels. This comprehensive sentiment analysis helps brands monitor shifting perceptions, uncover hidden concerns, and identify emerging trends. With these insights, businesses can improve customer satisfaction, foster brand loyalty, and implement strategies that enhance overall customer retention and engagement.
Emotion Analysis
Emotion Analysis
Go Beyond Sentiment
Go beyond basic sentiment tracking by identifying six core emotions: Joy, Trust, Surprise, Anger, Sadness, and Fear; within customer feedback. Emotional analysis provides deeper insight into how your audience truly feels, allowing you to personalize interactions, refine messaging, and create content strategies that resonate on a more human, emotional level, ultimately driving stronger engagement and customer connections.
Emoji & Multilingual Support
Emoji & Multilingual Support
Speak Global, Feel Local
Facilitate more inclusive and emotionally precise communication across diverse regions by enabling sentiment detection through emojis and supporting multiple languages. This capability empowers brands to engage with varied audiences, more effectively interpret feedback, and customize responses that honor cultural and linguistic intricacies. Such an approach is crucial for fostering meaningful, authentic relationships in todays interconnected and multilingual customer environment.
Topic Modeling
Topic Modeling
Reveal Key Themes
Employing Natural Language Processing (NLP) allows for the discovery of trending topics and subtle patterns within extensive customer feedback. By training models with your specific data, you receive customized insights. These insights are instrumental in refining marketing approaches, enhancing product communication, and aligning content more precisely with changing customer preferences and actions, thereby facilitating more intelligent, data-informed business choices consistently.
Visual Dashboards & Insights
Visual Dashboards & Insights
See What Matters Most
Transform your marketing, product, and customer experience strategies with real-time clarity. Our interactive dashboards provide a single, intuitive interface to visualize timelines, key performance indicators (KPIs), and sentiment metrics. Boost your teams to monitor trends, spot issues early, and make confident, informed decisions, all backed by live data. This enhances agility, collaboration, and overall effectiveness.
Keyword Extraction
Keyword Extraction
Capture Core Conversations
AI-powered keyword extraction analyzes customer feedback to reveal the most important recurring keywords. These insights are crucial for refining your content strategy, boosting SEO performance, and guiding product development. By highlighting customer concerns, preferences, and language, you can ensure your messaging, offerings, and digital presence remain aligned with real-time customer expectations and search behavior.
Real-Time Customer Insights
Stay abreast of evolving customer moods and trends.
Data-Driven Strategy
Utilize generative AI for enhanced voice of the customer analysis to boost campaigns and improve customer experience (CX).
Faster Response Times
Address emerging issues proactively, preventing customer churn.
Multilingual & Cultural Understanding:
Grasp nuances across different regions, languages, and audiences.
Innovative Personalization
Shape product and service offerings based on genuine customer needs identified through VOC analysis.
Better Brand Positioning
Align your brand messaging with market sentiment using VOCA insights.

Gain a unique competitive advantage with the advanced features of EA’s VOCA module

Google Maps Integration icon
Google Maps Integration
Integrate your VOCA output with Google Maps to improve local marketing performance without increasing ad spend.
Reviews Classification icon
Reviews Classification
Classify reviews based on location, identify & filter out fake and paid reviews to stay at the top of your game.
Sarcasm Detection icon
Sarcasm Detection
Make use of Advanced Sarcasm Detection in social media comments & user reviews to never miss out on those hidden implications.
Net Promoter Score icon
Net Promoter Score
Raise your brand equity with Net Promoter Score (NPS), a metric used to measure public perception of a brand on social media.
Industry Benchmarks icon
Industry Benchmarks
Deploy dashboards on key consumer sentiments delivered as a corporate dashboard and utilize localized intelligence for franchisees/locations on performance relative to regional/industry benchmarks.
Real-Time Alert System icon
Real-Time Alert System
Get instant notifications on critical sentiment shifts, trending topics, and emerging customer concerns to enable proactive response and crisis management.
Dashboard
Voice of Customer Analytics (VOCA)Sentiment AnalysisEmotion AnalysisMultilingual SupportTopic ModelingDashboards & InsightsKeyword ExtractionGoogle Maps IntegrationReviews ClassificationSarcasm DetectionNet Promoter ScoreIndustry BenchmarksAdvanced AnalyticsData VisualizationCustomer Experience

The VOCA Process

Gain a unique competitive advantage with the advanced features of EA’s VOCA module

Data Ingestion
Collect content from multiple feedback channels, including online reviews, chat logs, social media, and surveys.
AI/ML Analysis
Apply predictive models and NLP for sentiment tagging, emotion scoring, and topic modeling.
Contextual Tagging
Identify subtleties like sarcasm, regional expressions, and brand-specific keywords.
Dashboard Deployment
Visualize outputs using customized dashboards that offer location-level and industry-specific views.

Who Can Benefit from Customer Analytics?

Discover how different organizations leverage our customer analytics solutions to understand their customers better and drive business growth.

Marketing Teams
Marketing Teams

Create targeted campaigns and personalized messaging based on customer segments and behavior patterns.

Product Teams
Product Teams

Understand customer needs and preferences to improve product features and user experience.

Customer Support
Customer Support

Identify at-risk customers and provide proactive support to improve satisfaction and retention.

E-commerce Businesses
E-commerce

Optimize customer experience and increase conversion rates through personalized recommendations.

B2B Companies
B2B Companies

Improve customer relationships and increase account value through better understanding of client needs.

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You Have Questions, We Have Answers

Need help with something? Want a demo? Get in touch with our friendly team and we'll follow-up within 2 hours

Express Analytics

300, Spectrum Centre Drive Suite

400, Irvine, California – 92618

Monday-Friday | 09:00-18:00 (PST)

Connect With Us

Email

info@expressanalytics.com

Contact

+1 (618) 224-3573

Tell Us What You Need

Our team is ready to assist you with every detail, big or small.

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