Transforming Customer Insights with Keatext’s Alchemer Integration

The situation: A new survey methodology

This company in the logistics industry sends out a few thousand surveys each quarter through Alchemer, a survey software. The surveys are meant to collect feedback by demographic and pinpoint issues across multiple locations so they can be communicated to property managers.

Amy joined the company to work on their customer insights program. As a statistician by training, she saw that their survey methodology needed some changes in order to explain the variation in their regression models.

Amy got to work redesigning all their surveys from the ground up. In particular she was interested in the relationship between structured and unstructured data, like NPS scores and open-ended responses. Bringing these two types of data together could provide a wealth of insight to the company.

These dashboards were something that I wanted for a long time without knowing how to do it. But I thought, if I could do that working with Keatext instead, that would be just a great alternative.

The problem: No dashboards in Alchemer

From there, Amy ran into a problem with the quality of Alchemer’s analytics. While the platform might be great at managing surveys, it’s not so great at building visualizations with the responses and metadata collected from those surveys.

Even worse for Amy, exporting the data to build dashboards in another tool was just as challenging. “It’s the way the data is outputted,” she says. “Well, it’s everything to be honest with you. I spend days just formatting a dataset.”

Before Amy knew about Keatext, she had two potential solutions: find a new survey platform or do the work herself.

Migrating to a new survey platform would come with organizational challenges. And to find one that also provided the dashboards Amy needed meant that she was looking at enterprise platforms like Medallia—which come with a serious price tag. She couldn’t get executive buy-in and the conversation around changing survey platforms ended quickly.

The other option would be to do the work herself. This would be time consuming and manual when Amy needed an efficient solution. She was already doing a lot of unnecessary work just to format the exported data from Alchemer.

But with no better solution in sight, Amy put her head down and got to work. “I thought, well, I’ll just build the dashboards myself. I even enrolled in a Tableau class to try to teach myself how to make dashboards.”

This is probably, of all the things I’ve done in the two years I’ve been with this company, the one that I think will have the greatest impact in terms of this customer insights program.

The solution: Integration with Keatext

Amy originally found Keatext for a separate initiative related to text analytics. When she started exploring the platform with our team, she discovered the Keatext dashboard and it all clicked for her.

“These dashboards were something that I wanted for a long time without knowing how to do it. But I thought, if I could do that working with Keatext instead, that would be just a great alternative,” she says.

“We keep Alchemer simply to capture the data and then just ingest everything and work with dashboards through Keatext. To have Keatext’s text analytics capability complementing the structured, quantitative questions, I mean that’s like my dream scenario.”

Keatext gave Amy a lot of flexibility in dashboarding. For example, she needed to visualize complex relationships between metadata, like region and district, and qualitative customer responses and the sentiment associated with them. With Keatext she was able to build multiple dashboards from the same dataset and dive into the results.

Keatext’s dashboard enables teams to build multiple visualizations from the same dataset, on top of the built-in sentiment analysis that the platform offers.

In a customer insights program like Amy’s, efficiency is important. “So you all are surfacing insights that we can’t surface and then they [property managers] can go follow up. I thought, if we could create dashboards through Keatext and if I could house everything in one place like that, I mean that would be the dream for me.”

Exporting and formatting the data from Alchemer still remained a problem for Amy. To support her on this front, our team built an integration with Alchemer that ingests the data without the need for manual exports.

The outcome: The Keatext team takes initiative

Keatext came in at the right time and the right price point for this company. It enhances their existing workflow using Alchemer without needing to replace the entire platform, especially considering the high costs of organizational change.

Throughout the buying process, our team was committed to Amy’s success in bringing the solution to her company. We set up a proof of concept with her own survey dataset that she was able to showcase to her manager. She told us that it was a huge selling point.

Building an integration was an added initiative for Amy’s company. We saw how Amy struggled with exporting data from Alchemer, and we wanted to fully support her work rather than leaving her with a halfway solution.

Amy is extremely happy about Keatext’s performance. “This is probably, of all the things I’ve done in the two years I’ve been with this company, the one that I think will have the greatest impact in terms of this customer insights program. I mean, I really believe that.”

“And when people log onto your website and you do a case study, you can use me and I’ll get on there and tell everybody how great Keatext is.” Thanks, Amy!