top of page

Customer Experience Case Study

How NettScience Helped a Telecom Company Improve Customer Experience Through Sentiment Analysis

Introduction

A leading telecom company struggled with high churn rates & inconsistent customer satisfaction. We implemented a sentiment analysis strategy to extract insights from customer feedback, enabling service improvements & a 15% boost in customer retention in a year.

Key Challenges

  • High Churn Rates – Customers left due to service issues and poor support.

  • Scattered Feedback Data – Feedback from social media, call centers, and surveys was unstructured and difficult to analyze.

  • Lack of Proactive Engagement – No system to identify and resolve issues before they escalated.

Our Approach

Data Collection & Integration

  • Aggregated feedback from social media, reviews, call logs, and surveys.

  • Used ETL (Extract, Transform, Load) processes to clean and integrate data for analysis.

AI-Powered Sentiment Analysis

  • Applied Natural Language Processing (NLP) to classify feedback as positive, neutral, or negative.

  • Identified key issues like network reliability, billing problems, and poor customer service.

Actionable Insights & Visualization

  • Built interactive dashboards (Power BI) to monitor sentiment trends.

  • Provided data-driven recommendations to improve resolution times and service quality.

Proactive Customer Engagement

  • Launched targeted campaigns offering discounts and upgrades to dissatisfied customers.

  • Implemented real-time alerts to help support teams address negative feedback quickly.

Results Achieved

  • 15% Increase in Customer Retention – By resolving service issues proactively.

  • 20% Improvement in Positive Sentiment – Due to enhanced service and personalized engagement.

  • 30% Reduction in Complaint Resolution Time – By prioritizing urgent issues effectively.

  • Data-Driven Decision Making – Leadership used real-time customer insights for strategic planning.

Get in Touch

Combination of advanced analytics capabilities and marketing expertise, and our cross-functional approach integrates insights from market research, customer behavior analysis, and performance metrics to create a marketing solution.

 

Contact us today and discover how to revolutionize your approach to data-driven decision-making.

bottom of page