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👋 Welcome to Wordnerds

Wordnerds unlocks insight in messy unstructured customer feedback so that CX, Insight and Research professionals can understand what their customers are *really* saying, and what actions and interventions will make a difference. 

What is Wordnerds? 

Wordnerds is a friendly and user-centric SaaS (Software-as-a-Service) platform designed to help you uncover truly actionable insights from any text data. By blending cutting-edge AI technology with old-skool corpus linguistics and prioritisation frameworks, we make analysis not only accessible and effective but also engaging and enjoyable! Plus, you won’t be alone on this journey—each customer benefits from personalised support during onboarding and beyond, thanks to a dedicated Customer Success Manager. For those teams looking to take a hands-off approach, we also offer a fully managed service to handle analysis and reporting for you!

Why does this matter?

Every day, customers share valuable feedback through open-ended survey responses, CRM entries, complaints, call transcripts, and social media posts. However, with so much data to sift through, it can be overwhelming to analyse it all manually. Keeping manual coding consistent and free from bias while adapting to new topics adds to the challenge. Many tools that claim to automate analysis often rely on broad categories (or, worse yet, those frustrating word clouds!), leading to confusion, especially when different tools are used to analyse each data source. As a result, organisations may miss out on insights that could drive real impact, and CX, Insight, and Research teams can be left to make important decisions based on gut feel or analysis that lacks robustness, reliability, and measurability.

Wordnerds Software

The Wordnerds platform processes any text data through CSV uploads or API connections to deliver actionable insights. Here's a rundown of the key features:  

  • Unsupervised topics identify the topics commonly discussed by customers, without any training or set-up required. 

So what? Why is this important?

Relying solely on predefined categories to analyse conversations can cause you to overlook unexpected insights and emerging trends. Additionally, when dealing with unfamiliar data sets, it can be challenging to identify initial points of interest without a straightforward overview of the topics being discussed.

  • Context themes help users organise unstructured text based on the essential context behind an issue, allowing for more accurate classifications that don't just look for specific words. Users can get a new context theme up and running in less than half an hour, and be applied retrospectively. 

So what? Why is this important?

Context plays a crucial role in understanding communication! Human language is wonderfully complex and often cannot be grasped through vocabulary alone. If we rely solely on specific words to categorise conversations, we risk missing out on relevant insights and can overlook customers who discuss the same issues but use different terminology. It's essential to remain open to all forms of expression... 'packed in like a tin of sardines' is just as relevant as 'it was very crowded'. Getting themes trained and enabled quickly means you can swiftly explore new questions and hypotheses as they arise. Additionally, applying these new themes retrospectively (which manual coding makes quite challenging) allows you to see how the issue has developed over time. 
  • Sentiment analysis gives you a clear picture of what your customers love and what they would like to see improved. Each piece of text receives a sentiment score ranging from 0 to 100, indicating how negative or positive the feedback is. This scoring can be applied at the individual theme or topic level, which is especially useful for longer entries that contain a mix of praise and criticism. It can also be aggregated at an overall category, brand, or dataset level, making it a fantastic tool for tracking sentiment over time.

So what? Why is this important?

Understanding what people are saying is important, but grasping how they feel about it is just as vital! Sentiment analysis provides a reliable way to measure positivity and negativity, making it much easier than manual tagging, which can vary depending on individual perspectives. By analysing sentiment, you can uncover valuable insights that inform your next steps. For instance, you might discover what concerns your passive customers, helping you address issues that could transform them into enthusiastic promoters. By tracking sentiment over time, you can measure whether your actions and interventions on a particular issue have worked if sentiment improves. 
  • Prioritisation frameworks guide users on where to start, helping them discover which insights can make a real difference to what matters most— whether it’s boosting your NPS, cutting down on complaints, or pinpointing the features and stages of the customer journey that bring joy or frustration to your customers.

So what? Why is this important?

Not all insights carry the same weight! There will be 100s of things you could improve, but to know where you'll make the most impact, it's important to have a method for prioritising - find out the challenges that are holding back your passive customers from becoming enthusiastic promoters, or what issues make complaints are more likely to escalate. By focusing on the right actions, you can create meaningful change and feel assured that you're prioritising the most impactful areas.
  • Deep dive takes you to actionable insights by giving you the ability to drill down through overlapping themes and unsupervised topics, uncovering details that genuinely matter. The deep dive feature ensures you’re examining issues alongside their statistical significance, while still being able to link it directly to customer verbatim.

So what? Why is this important?

Relying on broad categories only scratches the surface. For insights to be truly impactful, they must guide you toward specific actions. By delving into overlapping themes and incorporating unsupervised topics, you won’t miss any new or unexpected findings. This approach empowers you to confidently make recommendations and take informed actions that drive meaningful change.

Wordnerds Service

Our Software-AND-a-Service approach means you will always have dedicated expert on hand, and can tailor your support level to the needs of your team. 

Support included with your licence: 

  • Dedicated Customer Success Manager
  • Kick-off workshop with your key users and stakeholders 
  • Support with project set-up and uploading/connecting your data sources
  • Live onboarding sessions to train you and your team 
  • Knowledge base articles and videos 
  • Tailored Success Plan, regularly reviewed and updated
  • Executive Business Reviews each quarter to update on usage, best practices and product roadmap
  • Mid-quarter progress check-ins with key users 
  • Ad-hoc support and troubleshooting whenever you need it :) 

Managed Services available:  

  • Insight reporting, ad-hoc or regular 
  • Theme training
  • Proof of concept/value project for new data source
  • Complete end-to-end project management 

If you need something else, let us know, we'd love to help!

More questions? 

We’re always happy to chat. Reach out using the help bubble at the bottom of your screen, email support@wordnerds.ai, or contact your Customer Success Manager directly.

Screenshot 2024-11-27 at 11.54.50 ✍️ Article written by: Nat, Customer Success