Marchex's Sentiment Suite Wins “New Product of the Year” in the 2024 BIG Awards for Business
Marchex (NASDAQ: MCHX) has achieved recognition for its Sentiment Suite, winning 'New Product of the Year' in the 2024 BIG Awards for Business. The AI-powered solution analyzes customer perceptions to enhance CSAT and NPS strategies through advanced generative AI trained on first-party data.
The Sentiment Suite stands out for its ability to capture industry-specific customer sentiment in real-time, offering detailed insights into both negative and positive customer experiences. Key features include early identification of dissatisfied customers and analysis of factors such as appointment availability, product performance, price, scheduling, and agent accountability.
According to Troy Hartless, Chief Revenue Officer at Marchex, the suite provides a comprehensive view of customer sentiment, moving beyond traditional surveys and review sites. The system categorizes negative interactions by specific causes, including hold times, agent knowledge gaps, pricing issues, scheduling difficulties, late performance, and unresolved issues, enabling businesses to take proactive measures for improvement.
Marchex (NASDAQ: MCHX) ha ottenuto riconoscimenti per il suo Sentiment Suite, vincendo il premio 'Nuovo Prodotto dell'Anno' ai BIG Awards for Business 2024. Questa soluzione alimentata dall'IA analizza le percezioni dei clienti per migliorare le strategie di CSAT e NPS attraverso un avanzato AI generativo addestrato su dati di prima parte.
Il Sentiment Suite si distingue per la sua capacità di catturare il sentiment dei clienti specifico per settore in tempo reale, offrendo approfondimenti dettagliati sia sulle esperienze negative che su quelle positive. Tra le caratteristiche principali ci sono l'identificazione precoce dei clienti insoddisfatti e l'analisi di fattori come la disponibilità degli appuntamenti, le prestazioni del prodotto, il prezzo, la programmazione e la responsabilità degli agenti.
Secondo Troy Hartless, Chief Revenue Officer di Marchex, la suite fornisce una visione completa del sentiment dei clienti, andando oltre i tradizionali sondaggi e le recensioni online. Il sistema categorizza le interazioni negative in base a cause specifiche, come i tempi di attesa, le lacune nella conoscenza degli agenti, i problemi di prezzo, le difficoltà di programmazione, le prestazioni tardive e le questioni irrisolte, consentendo alle aziende di prendere misure proattive per il miglioramento.
Marchex (NASDAQ: MCHX) ha sido reconocida por su Sentiment Suite, ganando el premio 'Nuevo Producto del Año' en los BIG Awards for Business 2024. Esta solución impulsada por IA analiza las percepciones de los clientes para mejorar las estrategias de CSAT y NPS a través de una avanzada IA generativa entrenada con datos de primera mano.
El Sentiment Suite se destaca por su capacidad para capturar el sentimiento del cliente específico de la industria en tiempo real, ofreciendo información detallada tanto sobre experiencias negativas como positivas de los clientes. Las características clave incluyen la identificación temprana de clientes insatisfechos y el análisis de factores como la disponibilidad de citas, el rendimiento del producto, el precio, la programación y la responsabilidad del agente.
Según Troy Hartless, Director de Ingresos de Marchex, la suite proporciona una visión completa del sentimiento del cliente, yendo más allá de las encuestas tradicionales y los sitios de reseñas. El sistema categoriza las interacciones negativas por causas específicas, incluyendo tiempos de espera, lagunas en el conocimiento de los agentes, problemas de precios, dificultades de programación, rendimiento tardío y problemas no resueltos, permitiendo a las empresas tomar medidas proactivas para la mejora.
마르켹스 (NASDAQ: MCHX)는 Sentiment Suite로 인정받아 2024 BIG Awards for Business에서 '올해의 신제품' 상을 수상했습니다. 이 AI 기반 솔루션은 고객의 인식을 분석하여 1차 데이터를 기반으로 한 고급 생성 AI를 통해 CSAT 및 NPS 전략을 향상시킵니다.
Sentiment Suite는 특정 산업의 고객 감정을 실시간으로 포착하여 부정적 및 긍정적 고객 경험에 대한 상세한 통찰력을 제공하는 것으로 두드러집니다. 주요 기능으로는 불만족 고객의 조기 식별과 예약 가능성, 제품 성능, 가격, 일정 조정 및 에이전트 책임과 같은 요소에 대한 분석이 포함됩니다.
마르켹스의 수익 최고 책임자(CRO)인 트로이 하틀레스에 따르면, 이 솔루션은 고객 감정에 대한 포괄적인 시각을 제공하여 전통적인 설문 조사 및 리뷰 사이트를 넘어섭니다. 시스템은 대기 시간, 에이전트의 지식 갭, 가격 문제, 일정 조정의 어려움, 지연된 성과 및 미해결 문제를 포함한 특정 원인에 따라 부정적인 상호작용을 분류하여 기업이 개선을 위한 선제적 조치를 취할 수 있도록 합니다.
Marchex (NASDAQ: MCHX) a été reconnue pour sa Sentiment Suite, remportant le prix du 'Nouveau Produit de l'Année' aux BIG Awards for Business 2024. Cette solution alimentée par l'IA analyse les perceptions des clients pour améliorer les stratégies de CSAT et de NPS grâce à une IA générative avancée formée sur des données de première main.
La Sentiment Suite se distingue par sa capacité à capturer en temps réel les sentiments des clients spécifiques à l'industrie, offrant des informations détaillées sur les expériences négatives et positives des clients. Parmi les principales caractéristiques figurent l'identification précoce des clients insatisfaits et l'analyse de facteurs tels que la disponibilité des rendez-vous, les performances des produits, les prix, la planification et la responsabilité des agents.
Selon Troy Hartless, directeur des revenus chez Marchex, la suite fournit une vue d'ensemble complète du sentiment des clients, allant au-delà des enquêtes traditionnelles et des sites d'avis. Le système classe les interactions négatives par causes spécifiques, y compris les temps d'attente, les lacunes dans les connaissances des agents, les problèmes de prix, les difficultés de planification, les retards de performance et les problèmes non résolus, permettant aux entreprises de prendre des mesures proactives pour l'amélioration.
Marchex (NASDAQ: MCHX) wurde für seine Sentiment Suite ausgezeichnet und erhielt den Preis 'Neues Produkt des Jahres' bei den BIG Awards for Business 2024. Die KI-gestützte Lösung analysiert die Kundenwahrnehmung, um CSAT- und NPS-Strategien durch fortschrittliche generative KI zu verbessern, die mit internen Daten trainiert wurde.
Die Sentiment Suite zeichnet sich durch ihre Fähigkeit aus, branchenspezifische Kundenstimmungen in Echtzeit zu erfassen und detaillierte Einblicke in sowohl negative als auch positive Kundenerfahrungen zu bieten. Zu den wichtigsten Funktionen gehören die frühe Identifizierung unzufriedener Kunden und die Analyse von Faktoren wie Terminverfügbarkeit, Produktleistung, Preisgestaltung, Planung und Verantwortlichkeit der Agenten.
Laut Troy Hartless, Chief Revenue Officer von Marchex, bietet die Suite eine umfassende Sicht auf die Kundenstimmung und geht über traditionelle Umfragen und Bewertungsseiten hinaus. Das System kategorisiert negative Interaktionen nach spezifischen Ursachen, darunter Wartezeiten, Wissenslücken bei den Agenten, Preisprobleme, Planungsprobleme, verspätete Leistungen und ungelöste Probleme, sodass Unternehmen proaktive Maßnahmen zur Verbesserung ergreifen können.
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Marchex’s AI-powered Sentiment Suite is recognized for its ability to analyze customer perceptions to improve CSAT and NPS Strategies.
The BIG Awards for Business honor companies and products that lead their industries with transformative solutions and vision. Marchex Sentiment Suite won for using its advanced generative AI trained on first-party data to accurately capture and interpret the nuances of industry-specific customer sentiment.
Sentiment Suite gives organizations a more detailed understanding of customer emotions derived from conversations so company leaders can better understand what is driving both negative and positive experiences, such as appointment availability, product performance, price, scheduling, and agent accountability. One of the most powerful components of the award-winning Sentiment Suite is its ability to identify and engage dissatisfied customers early and encourage happy customers to share their experiences, helping to improve performance and business value.
“Sentiment Suite helps businesses understand customer sentiment in a holistic manner. Previously, businesses relied on surveys and review sites, which account for a small fraction of customer feedback,” said Troy Hartless, Chief Revenue Officer at Marchex.
Perhaps most critical to the success and power of Sentiment Suite is its ability to proactively provide businesses with real-time customer feedback. This closes the biggest gap for understanding what is driving both negative and positive experiences. For example, each negative interaction is categorized into the specific reasons for the experience, such as long hold times, agent knowledge gaps, pricing issues, difficulty scheduling, late performance, or unresolved issues.
“The BIG Awards for Business spotlight those whose innovative spirit, commitment to progress, and resilience are not only advancing their fields, but inspiring a global movement,” said Russ Fordyce, CEO of the Business Intelligence Group. "Congratulations to Marchex and its Sentiment Suite for their outstanding contribution to the field of conversation intelligence.”
For more information on Marchex Sentiment Suite and its impact on customer engagement, visit www.marchex.com.
About Business Intelligence Group
The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, business executives—those with experience and knowledge—judge the programs. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers. For more information, please visit www.bintelligence.com.
About Marchex
Marchex harnesses the power of AI and conversational intelligence to provide actionable insights aligned with prescriptive vertical market data analytics, driving operational excellence and revenue acceleration. Marchex enables executive, sales, and marketing teams to optimize customer journey experiences across communication channels. Through our prescriptive analytics solutions, we enable the alignment of enterprise strategy, empowering businesses to increase revenue through informed decision-making and strategic execution. Marchex provides conversational intelligence AI-powered solutions for market-leading companies in leading B2B2C vertical markets, including several of the world’s most innovative and successful brands.
Please visit http://www.marchex.com/, www.marchex.com/blog or @marchex on X (formerly Twitter) (x.com/Marchex), where Marchex discloses material information from time to time about the company and its business.
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Marchex Investor Relations
Trevor Caldwell, 206-331-3600
ir@marchex.com
Public Relations
Scott Rupp
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Source: Marchex
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