Customer Feedback System - Evolution towards Semantically-enhanced Systems

Oleksiy Khriyenko

2015

Abstract

The digital economy requires services be created in nearly real time – while continuously listening to the customer. Managing and analysing the data collected about products and customers become very critical. Successful companies must collect data regarding customer behaviour in a sensible manner, understand their customers and engage in constant interaction with them. Nowadays, having a huge data storage capacity, everyone collects data and hopes that it will be useful someday. But, it is frustrating when you do not know whether something useful will come out of it. It is not a problem to collect data, but it is very difficult to analyse it. To utilize the data they collect and analyse customer feedback quickly, companies require automation of customer feedback processing. To hear a real voice of a customer, companies are trying to engage customer to the feedback provisioning process. Therefore, the paper reviews digitalized customer feedback strategies, highlights challenges of a feedback gathering and further computation. As a result, paper presents an approach for semantic enhancement of a customer feedback system.

Paper Citation

in Harvard Style

Khriyenko O. (2015). Customer Feedback System - Evolution towards Semantically-enhanced Systems . In Proceedings of the 11th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST, ISBN 978-989-758-106-9, pages 518-525. DOI: 10.5220/0005480505180525

in Bibtex Style

@conference{webist15,
author={Oleksiy Khriyenko},
title={Customer Feedback System - Evolution towards Semantically-enhanced Systems},
booktitle={Proceedings of the 11th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST,},
year={2015},
pages={518-525},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005480505180525},
isbn={978-989-758-106-9},
}

in EndNote Style

TY - CONF
JO - Proceedings of the 11th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST,
TI - Customer Feedback System - Evolution towards Semantically-enhanced Systems
SN - 978-989-758-106-9
AU - Khriyenko O.
PY - 2015
SP - 518
EP - 525
DO - 10.5220/0005480505180525