Natural Language Processing for Customer Insights: E-commerce Beta

A 3-month beta implementation of Gloomlab's NLP platform to analyze customer reviews, support tickets, and feedback data for a mid-sized e-commerce company serving the Pacific Northwest.

The Challenge

The e-commerce platform was receiving over 1,000 customer interactions daily across reviews, support tickets, and social media mentions. Manual analysis was impossible at scale, and existing sentiment analysis tools provided only surface-level insights. The company needed deeper understanding of customer pain points, product issues, and emerging trends to improve their offerings.

Our Solution

Gloomlab deployed our NLP beta platform to process and analyze customer text data in real-time. The system was configured to identify sentiment, extract key topics, detect emerging issues, and provide actionable insights through a custom dashboard. We implemented privacy-first processing and worked with the client's data team to ensure compliance with their privacy policies.

Results

Over the 3-month beta period: Identified 23 previously unknown product issues, improved customer satisfaction scores by 18%, and reduced support ticket resolution time by 35%. The platform processed over 90,000 customer interactions and provided insights that led to 3 product improvements and 2 new feature developments. The client is now planning to integrate our NLP capabilities into their core customer experience platform.