Conformity - Analysis of user requests for online courses

Analysis of support requests from users and contacts received via email and LMS

Analysis of user requests for online courses received by mail or via LMS:

  • for periodic monitoring of reported problems (topic analysis),
  • for the verification of the modalities of perception of the problems (sentiment analysis) and their level of criticality (topic sentiment),
  • for the analysis of the type of problem communication (word frequency and keyness).

Through this periodic monitoring it is possible to understand the characteristics of the requests, identify the types of users from which they are proposed, the incidence over time and be able to use this analysis to increase the level of service quality, intervening on the most important critical issues to "effectively give listening "to customers.