Simplifying Feedback Analysis with Yellow Tokens

Scenario

A Customer Experience (CX) manager at a service company faced a constant challenge: manually analyzing customer feedback received through social media. The CX team was responsible for monitoring consumer feedback across various platforms, including Facebook, Instagram, TikTok, X, Google My Business, and YouTube. Every day, professionals had to sift through these platforms to collect comments, identify recurring issues, and find opportunities for improvement, which became an exhausting and time-consuming process.

Problem

The CX manager noticed that the team was overwhelmed with the task of compiling feedback from different platforms and communication channels. This not only consumed a lot of time but also made it difficult to identify significant patterns and trends that could guide strategic improvements. The team often found itself stuck in the data collection process, leaving little time to implement actions based on insights. There was a clear need to optimize this process to free up time and resources for more strategic initiatives.

How Yellow Tokens Helped by Understanding Customer Feedback

The solution came with the implementation of Yellow Tokens. The tool was configured to automatically collect feedback from all relevant platforms, consolidating it into an easy-to-visualize dashboard. Yellow Tokens used its artificial intelligence to categorize feedback by themes and sentiments, highlighting the key points of customer dissatisfaction and satisfaction. This allowed the CX manager to have a clear and centralized view of all received feedback without needing to compile data manually.

With Yellow Tokens, the manager and their team were able to:

• Reduce time spent on feedback collection and analysis: the automation of the process saved hours of work, which could now be directed toward deeper analyses and the implementation of improvements.
• Quickly identify patterns and trends: the tool rapidly highlighted the most frequent themes, such as complaints about service or praise for product quality, allowing the team to prioritize improvement actions.
• Increase meeting efficiency: with clear and organized data provided by Yellow Tokens, meetings became more productive, focused on discussing action strategies rather than spending time analyzing raw data.

Results Achieved After Implementing the Action Plan

With the help of Yellow Tokens, the feedback analysis process became significantly more agile and effective. The CX manager reported a 60% reduction in time spent on collecting and analyzing feedback, enabling the team to focus more on proactive strategies to enhance customer experience. The tool also helped quickly identify critical issues, resulting in faster responses to customer complaints and a 15% increase in CSAT (Customer Satisfaction Score) in the following months. Yellow Tokens not only simplified the process but also transformed how the CX team approached customer experience, providing continuous improvement based on actionable insights.