The Importance of Text Mining for Services Management

Abstract

The present investigative study is a systematic as well as scientific endeavor to understand the beneficial effect of the text mining approach for the service management of the organization. This stud uses secondary qualitative data for gaining accurate insight into the present research study. Thematic analysis is done on the collected data set for gaining accurate insight into the present study. Interpretive research philosophy is chosen for this study along with the inductive research approach. This study also uses an explanatory research design for effective insight into the beneficial effect of the text mining process for the service management of the organization. The study focuses on the process of text mining which is used for analysing the client forums, call logs, tickets of customer service, and platforms of social media, news feeds, tweets and many others. It also focuses on the business that have better insights based on client expectations and it requires the areas that focus on overall improvements. The study integrates the customer communications and reviews that can identify the new features for strengthening the product offerings. It focuses on the latest technologies that provide several opportunities for improving the customer experience those results in increased profits and revenue.