Improvements

If Lang had an admin dashboard with overall and individual project ticket count, it would help me keep track of our usage and other projects we can bring it from different teams.

Provide actionable insights from customer feedback data to other teams beyond CX (product, operations, data analytics, sales).

Understand Lang’s ROI and the opportunities for improvement. Get a monthly email with a summary, or dive deeper in a new dedicated section.

In order to understand better what is the root cause from complaints, show the list of other tags that happen at the same time. For example, for a "shipping issue" tag, being able to see the correlation of what carriers are involved.

Enable teams to act in real-time as high risk CX interactions happen. We will start by having a churn model automatically built based on historical data that it can be used to notify teams across the organization when a CX interaction that has a high risk of churn is submitted. This will help sales or marketing teams to take an immediate action with their customer.

Create alerts for specific tags that are relevant to your business. When there is a peak of activity, you will be notified so you can react as soon as possible.

While a dataset can have more than 3 metadata options to select, I would prefer to be able to use more than 3 at a time. This is will me explore the data and get the specific results I am looking for.

New concept discoveries happen and there is no way to get notified of that. You need to go to the Discover section to check what happened.

I want to get notified of activity peaks. This would be a next step from the tags with high growth chart that will be available in the Dashboard section.

Lang is excited to start the Beta Program around our newest feature - Discover! Historically, Lang has helped you understand the relationships of concepts throughout your data set, opening the door for actionable categorization through tags and automations. With the introduction of Discover, Lang will automatically extract new and trending concepts from your customer data proactively!