Creating the perfect product or service is nigh-on impossible—you're bound to have customer complaints pop up from time to time. It's how you deal with these complaints that matters.

Ensuring you're meeting customer expectations is key for business success, but collecting customer complaint data is a big ask. You've first got to collect customer complaints from all over—be it from social media, comment sections, or review pages. You then have to manually revise each and every complaint to ensure it reaches the right team member for speedy resolution.

It's time-consuming and slow, and it reduces the amount of time your team has to focus on the actual problem: customer experience and success.

If only there was an easier way...

No prizes for guessing where we're going with this.

In this article, you'll learn how you can use AI to speed up customer complaint analysis from start to finish.

Shall we?

What is customer complaint analysis?

Customer complaint analysis consists of tracking, collecting, and categorizing customer complaints. This data is then used to adequately identify and handle customer concerns and ensure customer needs are met.

Customer complaint analysis enables businesses to use data from all over the web to understand what customers like and dislike about a product or service. This can be used alongside data collected from internal sources, such as customer service conversations and customer surveys.

Why it's important to analyze customer complaints

There are a number of reasons you should analyze customer complaints received and even more reasons to do it quickly. Take a look.

Highlights problems with your product or service

Customer complaints aren't always directed at your company—they're often in the form of comments or reviews. These can come from social media comment sections, review pages, or any other place your users are talking about your product.

The point is that they often contain information you wouldn't otherwise get when only looking at customer service requests or complaints. When users are dissatisfied with your product or service, they'll often turn to social media—either instead of or as well as—turning to your support team.

Customer complaint analysis enables you to pick up on this dissatisfaction without it being directly communicated to you. By looking through customers' online complaints, you're able to identify issues—both big and small—that customers encounter when using your product.

You can then combine this information with your direct customer feedback to get a wider view of customer issues.

Retain customers if complaints are handled quickly

Another huge benefit of customer complaint analysis is that it enables you to act fast. Customers don't want to wait around for answers—they want their problems resolved as quickly as possible.

AI-powered customer complaint analysis speeds up the entire process. It automatically gathers, analyzes, and categorizes customer complaints—and then ensures they're forwarded to the right team member. For example, if it's an issue with your product's functionality—it's the product development team. If your customer is unsatisfied with the customer service on offer—that'll go to your customer service team.

Streamlining the customer complaint resolution process helps retain more customers as it enables you to proactively solve issues. Ensuring your users have easy access to support is key in keeping them happy.

Improve customer experience

Finally, analyzing complaints helps you improve the customer experience. The insights uncovered can help you identify areas for improvement and future expansion opportunities.

Customer complaint analysis isn't just about attending to issues occurring right now, it's also great for spotting complaints trends and ways in which you can improve the entire customer experience.

How to detect customer complaints with text analysis

Customer complaint analysis relies on text analysis to uncover insights in unstructured data. Using natural language processing (NLP), statistical pattern learning, and other Machine Learning techniques, text analysis considers text against learning data to understand the meaning and themes within the text.

Text analysis can be used for customer complaint management in a number of different ways—let's take a look at some examples.

Use text analysis to categorize support tickets

One of the ways your business can use text analysis in everyday operations is to categorize incoming support tickets based on who they correspond to. This enables you to attend to issues sooner by avoiding the tedious task of manually routing support tickets to the correct department or team member.

Categorize Support Tickets with Levity
Categorize Support Tickets with Levity

The text analysis model provides the categorization predictions, but businesses rely on powerful AI solutions to complete the puzzle. The AI solutions enable you not only to build AI models, but also to automate the process from start to finish.

We'll dig deeper into this process shortly—for now, let's look at how else organizations use AI-powered text analysis for customer complaints management.

Use text analysis for sentiment analysis

Another key way in which businesses harness the power of text analysis is by performing sentiment analysis on customer complaints. Using natural language processing (NLP) and Machine learning techniques, sentiment analysis analyzes text to identify positive, negative, and neutral sentiments within it.

Track Social Media Sentiment Analysis with Levity
Track Social Media Sentiment Analysis with Levity

Performing sentiment analysis on your structured and unstructured data enables you to act on it.

For example, you can use sentiment analysis to understand your customers feelings about a new product or service. These could be things they love about the new product, or they could be things they hate about it. You can then act accordingly—whether that's to update your feature onboarding, provide better self-serve support, or make changes to the product.

Use text analysis to categorize emails by content

Text analysis also comes in handy when categorizing incoming emails by content. Text analysis can read incoming messages to understand the contents in order to forward it to the right department or team.

Categorize Incoming Emails with Levity
Categorize Incoming Emails with Levity

This enables your organization to more swiftly handle and address incoming emails. Customers aren't left waiting whilst your team manually sorts through emails to understand the most adequate next steps. The text analysis model does all the heavy lifting so that the emails can be forwarded as needs be.

Use text analysis for social media listening

Last—but by no means least—we've got text analysis for social media listening. This is a key way businesses use AI to preempt customer issues and complaints.

Social listening involves monitoring the indirect ways customers communicate with and about your brand on social media. This could be as simple as a tweet singing your praises—I just love the sleek interface—or as developed as a full-on LinkedIn rant. Both relate to your organization, but neither is directly addressed to you.

Staying on top of what people are saying about your brand helps you develop insight-driven improvements.

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Book a personal demo

Get ahead of the game and start your AI journey now!

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Create a no-code AI model to classify and analyze customer complaints

Now that we've looked into text analysis, it's time to develop the customer complaints analysis process from start to finish. This involves using AI solutions—such as Levity—to automate both the data gathering process and the next steps following predictions.

Let's take a look at how this works with Levity's no-code AI solution.

Gather your training data

First up is your training data. This is a crucial step in the AI block building process, as the quality of your training data determines the accuracy of your AI predictions. Bad quality data gest bad quality predictions.

This data can come from a number of places. Ideally, you want to use data from your own business. This ensures the AI model's predictions are based on data from your customers—and are therefore tailored to your business. That being said, you need a lot of data to train your AI model to accuracy. That's why some businesses turn to ready-to-use datasets.

These online datasets enable organizations will little data to start using AI solutions in their day-to-day operations. There are thousands of datasets for text analysis, as well as thousands more for other AI techniques. It's not business-specific data, but it's a strong start that makes AI more accessible for small businesses.

With Levity, you've got the option to combine the two. The platform provides users with ready-to-use datasets to which they can add their own data. This ensures there's enough data to train the model, whilst also training AI blocks with business-specific data.

Design your labels for categorizing your data

AI Block Template on Levity - Analyze sentiments of Tweets
AI Block Template on Levity - Analyze sentiments of Tweets

Your labels determine the categories you're looking to identify when building a new AI block. Here are some examples of labels and their use cases:

The easiest way to label your data before training the AI block is to upload it to a sheet, with one column for data and one column for its associated label. This enables the AI model to easily match data to a label for easy categorization of new data.

Train the model

Once you've uploaded your labeled data to the Levity AI block builder, all that's left is to train your AI block. During this process, your AI model is learning to categorize data based on the labels you assigned to your training data.

This process usually takes about five to 15 minutes for smaller datasets, and 15+ minutes for larger datasets. The more data the model needs to analyze, the longer the process takes. Once the model is fully trained, Levity provides you with an accuracy score that dictates the certainty of the model.

You can test your newly-trained model by giving it a sample statement to analyze.

Testing you AI Block's performance on Levity
Testing you AI Block's performance on Levity

Connect to your workflow

Now you've trained your AI block, it's time to connect it to your AI workflow. These workflows add your data source and desired next steps to your AI block.

Connect your AI Block to one of our Workflow Templates - Levity
Connect your AI Block to one of our Workflow Templates

Levity's ample integrations enable you to connect data from a wide variety of sources, such as Zendesk, Google Sheets, and more. This is called your data input, and it determines where the data you're looking to analyze comes from. In this case, that could be social media, survey responses, email correspondence, or more.

Data input is what comes before your AI block—what comes after are your next steps. These are the actions you want to automate following the AI block's results. For example, this could be to forward customer tickets to the relevant department or team member.

Once you've connected your input and automated your next steps, you're AI workflow is ready to get to work.

Start customer complaint analysis with Levity

Complaint analysis helps businesses be better.

It helps businesses improve processes both in the present and in the future. Whether it's ensuring speedy problem resolution or identifying common issues with your product, AI-powered customer complaint analysis is the way forward.

Plus, AI is no longer reserved for big-name brands. No-code AI solutions are enabling businesses of all sizes to start optimizing their processes and improving overall efficiency with Machine Learning capabilities.

Check out how Levity can help your business automate the mundane

and focus on what really matters: creating a product your customers love.

Stop wasting time on tasks that can be automated!

With Levity, even complex data such as images, documents, and text can be automated. Connect your existing systems to AI without writing a single line of code.

Start for Free

Stop wasting time on tasks that can be automated!

With Levity, even complex data such as images, documents, and text can be automated. Connect your existing systems to AI without writing a single line of code.

Start for Free

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