In one of my previous articles I explored how we might find the customer service issues hidden within the masses of text we receive on a daily basis through an online feedback form. In this article we will take a look at what we could do next once we know what the main customer issues are.

Acting on the Data

When we start to see trends forming that is when we can build categories and decide a system of actions for those categories. For instance, we might push certain new messages to our support departments to be expedited automatically, while other less pressing issues can sit in a queue for a little longer.

When we have a ‘security’ issue come through we want to send them quickly to be handled by our ‘security specialist’. If a message contains a request that deal with writing Macros we would want one of the developers to help with that.

Does this sound like something you would like to use?

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Update: Part 2 of this article can be found here.

Using spreadsheets to analyze numerical or well-categorized data is relatively straightforward. It might not be easy necessarily, but at least you normally know exactly what to do. If you have ever been faced with open-ended text responses, perhaps from a survey, emailed questions or feedback forms, you know how tricky it can be to make sense of it.

The problems are many. Non-standard formatting, having to manually read each response to understand its content, variable length, and those are just the first that come to mind.

What we need is some way to drill down automatically to see if there are any common patterns, and therefore have an immediate starting point to start interpreting the responses.

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Windows Guides has a Facebook page, which is http://www.facebook.com/WindowsGuides, and we have recently included the Windows 7 feed. Let us know what you think in the comments section of this post!

Back in Windows XP you had a feature called Active Desktop to easily take care of features such as using a webpage as your wallpaper. This has been taken off Windows since Vista and there is no inbuilt program or utility that will let you add an RSS slide show theme. So you have to do some manual work to get it working. I’m sure that wont scare you off, now does it ?

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If you are one of the many who are testing Windows 7, you may have noticed the “Send Feedback” link on every window’s title bar. In this guide, you’ll learn how to remove the link manually or by applying a registry hack.

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If you have a file that you suspect is housing a virus but your antivirus software does not detect it, you can submit it for further analysis online. This guide shows you  the best online virus scanners available today. If you’d like to scan one file, follow the instructions under Scan Individual Files for Viruses. If you’d like to scan your entire PC, follow the instructions under Scan Your Entire PC for Viruses.

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