Review Analysis

Deskroom now supports review analysis. See in data what customers who used your product were satisfied and dissatisfied with.

Why we made this

Customer support tends to hear the voice of the customer centered on complaints, but reviews capture both the good and the inconvenient after using the product, making them a valuable asset for discovering the core value of your product.

Deskroom quantitatively analyzes the recurring complaints and praise within reviews, so you can put them straight to work for product improvement and marketing strategy.

Use cases

When you want to quantitatively understand the reactions of customers who purchased your product

• Automatically collect reviews left on your own store board, and analyze which types of VOC were most common along with the number of reviews, star ratings, and frequently mentioned keywords. Quantitatively identify recurring VOC and reflect it in product improvement and marketing strategy.

When you want to identify operational issues by sales channel

• Compare and analyze reviews left on each sales channel, such as Naver Smart Store and your own store, to check the ratio of negative reviews and VOC on a specific channel and quantitatively analyze the customer experience. Identify the negative VOC occurring on a specific channel and uncover insights for improving operational processes.

When you want to detect risks early

• Analyze sudden rating drops and the ratio of negative reviews to detect and respond quickly before customer complaints and churn spread. You can also quantitatively analyze the causes and impact of negative reviews and use the findings as a strategy to prevent damage to your brand image and build trust.

When you want to check how much your product and service are being mentioned

• Gather posts on Naver Cafe (e.g., mom communities) that mention your product or service, and analyze mention frequency such as the number of posts, views, and comments to quantitatively understand how virally your product is spreading.

When you want to detect potential risks to your product in advance

• Gather posts on social media that mention your product or service, and analyze which types of VOC are most common and what ratio of posts are negative to prevent negative virality and manage risk before problems arise.

When you want to find insights for product improvement or marketing

• Gather posts on Daum Cafe that mention your product or service, and analyze what customers like and what ratio of posts are positive to provide strategic insights to your product and marketing teams.

How to use

Sign up for Deskroom and request a review channel integration. Without heavy development resources, Deskroom's engineers will integrate review data from your various channels.

With a single integration, you can browse all your review history and find insights for product improvement and marketing.