Turn customer feedback & reviews into real insights
Quickly analyze open-ended survey responses, reviews & any kind of text comments and share your results in dashboards. With ease.
Free 14-day trial
No credit card required
TRUSTED BY START-UPS AS WELL AS FORTUNE 500 COMPANIES
“Our team loves the transparent automation concept of Caplena: Having a fully automatic analysis, but still being able to modify things that we interpret differently and the application then learning from these changes is a truly powerful way of collaboration.”
Kilian Hughes
DIRECTOR RESEARCH & INSIGHTS @
90%
of analysis time saved every week
800
feedbacks collected every week
125k +
verbatims analyzed so far (07.2021)
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Caplena
Insights and CX Teams
Why it works...
CX touchpoints, surveys & reviews – customers love to give open-ended feedback. Modern Machine Learning lets you easily and quickly derive real insights from text comments. However, it’s economically not feasible to develop and operate a cutting-edge deep learning platform for a single company.
We have dedicated our entire energy to help you overcome that technological gap.
...for CX, UX & Insight teams
The case for text comments
Gain more & deeper insights by analyzing text comments
Deriving insights from open-ended customer feedback, reviews and touchpoint comments has become standard for leading Insight & CX teams. Quantifying the voice of customers is a powerful way to challenge assumptions, reveal hidden patterns and enable better decisions.
Your business case
Empower your team with DIY text analysis capabilities
Benefit from powerful speed boosts and automate your analysis flow. Easily analyze any text comments without having to wait for 3rd parties.
Your opportunity
Enable better decisions because of better feedback insights
Generate actionable insights by liberating and empowering your researchers with Augmented Intelligence. Transform your team to become an independent insight hub for customer feedback.
Who
Benefits
CX & UX
teams
teams
- Understand what customers think and feel at every touchpoint
- Track customers’ attitudes over time
UX Teams
- Track customers’ attitudes over time
Insight teams
- Get less biased and more relevant customer insights
- Strengthen your competition and market research insights
Speed up
Make your life easier
CX & UX
teams
teams
- From text comments to insights: 10x to 30x faster*
- Highly automate your continuous touchpoint research
- Reach the highest analysis consistency
- Generate deeper customer insights
- Easily trace important topics and sentiments over time
UX teams
- Get insights into what users wish for and understand what really drives them
- Track customer reactions on new features
Insight
teams
teams
- From text comments to insights: 10x to 30x faster*
- Get rid of repetitive tasks with a highly automated analysis
- Gain autonomy and DO IT YOURSELF now – don’t wait for 3rd parties
- Generate deeper customer & market insights
- Enable other teams to autonomously pull insights from text comments
* Compared to manual analysis or traditional tools
Comparing text analysis technologies
Using a mix of supervised and unsupervised machine learning leads to high-quality outputs with a minimum of manual intervention
Caplena
Excel
MaxQDA
Qualtrics
Gavagai
Discover.ai
Core principle
Augmented Intelligence
Unique mix of supervised & unsupervised Machine Learning: Learning from over 8M reviewed responses Caplena generates high-quality topics and detects sentiments automatically.
Manual analysis
Manual coding & very simple rules for topic assignment
Manual &
rule-based
rule-based
Manual coding and Rule-based topic assignment.
Rule-based & sentiment
Rule-based topic assignment and automated sentiment analysis.
Keyword detection
Unsupervised topic detection.
Exploration & Discovery
Unsupervised clustering and human analysis.
Text type
Quant
Optimized to analyze up to 1k characters per text comment on average.
Indifferent
Qual & mixed
Quant
Indifferent
Qual
Data ingestion
Files, API, review scraping
Besides file-based uploads and API connections with other Apps, you can also directly scrape reviews from various sites from within the app.
Files
Files
Files, API
Files, API, review scraping
Files, online sources
Pros
High-quality, powerful & customizable AI
- Actionable & customized insights
- Astounding automation level for high-quality output
- Full control over topics
Familiar & flexible
Versatile solution for qual research
Holistic solution for quant feedback
Quick high-level results
Explorative, creative results for qual
Cons
Fine-tuning for human-like output
A few manual reviews required for human-like coding quality. But this also means human-level assignment quality is achievable, which cannot be said for most other tools 😉.
Time-consuming; labor-intensive
Time-consuming; Not for quant
Only basic AI; Not optimized for open-ends
Inconsistent topics over time; Difficult to customize
Inefficient and inconsistent for quant data
What others achieved with Caplena
Frequently Asked Questions
How accurate is Caplena compared to manual coding?
How can the analysis of CX / UX touchpoints be automated?
Will Caplena let me pull reviews directly from review sites? Which are supported? What if I need to analyze reviews from additional sources?