In today’s competitive marketplace, the value of customer feedback cannot be overstated. Businesses across the APAC region, where more than 4.3 billion people speak nearly 2,197 languages, face the challenge of capturing genuine, unbiased insights from customers who speak a variety of languages and dialects.
Hearback, one of the leading customer feedback tools, is revolutionising how organisations in the region gather, analyse, and act on customer feedback.
Through its innovative approach, Hearback addresses the unique challenges of multilingual APAC and ensures businesses can access high-quality, actionable insights.
Challenges of obtaining unbiased customer feedback in APAC
The APAC region is a melting pot of languages, cultures, and dialects, making it one of the most linguistically diverse areas in the world. This diversity poses significant challenges when collecting customer feedback:
- Language barriers: Many feedback tools struggle to accommodate the linguistic nuances of APAC. Feedback can be lost in translation or misinterpreted, leading to skewed data.
- Accent variability: Accents can affect transcription accuracy, especially for tools optimised for Western speech patterns. Misheard words can result in inaccurate feedback analysis.
- Background noise: Many customers provide feedback in less-than-ideal environments, such as bustling urban areas or noisy homes, further complicating the collection of accurate data.
These challenges highlight the importance of capturing qualitative feedback in a way that reflects the true voice of the customer.
Importance of capturing qualitative feedback
Quantitative metrics like Net Promoter Scores (NPS) or star ratings offer a broad overview of customer satisfaction. However, they lack the depth needed to understand underlying motivations, preferences, and pain points. Qualitative feedback provides rich, detailed insights that can drive meaningful changes in products, services, and customer experience strategies.re
For businesses in APAC, qualitative feedback is especially crucial because it captures diverse customer perspectives across the region’s vast linguistic and cultural spectrum. Yet, collecting such feedback without bias requires advanced technology. As such, more and more businesses are starting to realise the benefits of AI for customer feedback. In fact, according to a HubSpot report, around 28% of customer service experts are using AI to collect and analyse customer feedback, making it the second most popular customer service use case for AI/automation.
How Hearback reduces bias and improves feedback quality
Hearback employs state-of-the-art technology to address the challenges of gathering accurate, unbiased feedback in APAC. From handling various languages to reducing environmental noise, Hearback ensures the data collected reflects the true customer experience.
- Accurate transcription across various accents: A significant strength of Hearback is its ability to transcribe feedback accurately, regardless of accents or regional variations. This ensures that customers speaking in English with a Singaporean, Australian, or Indian accent are equally understood.
- Background noise reduction: Real-world feedback often comes from noisy settings—be it a customer at a busy food court or someone on a public commute. Hearback incorporates advanced noise-cancellation technology, ensuring that feedback is crystal clear. By reducing interference, businesses can focus on what customers are truly saying rather than being distracted by background sounds.
- Multiple language support: Hearback currently supports a range of widely spoken languages across APAC, including English, Chinese, Malay, Bahasa Indonesia, and Hindi. By accommodating these languages, the platform ensures that businesses can gather feedback from a diverse audience, representing both urban and rural customers. This multilingual capability enables organisations to bridge communication gaps and ensures that customers feel comfortable expressing their opinions in their preferred language. As a result, the feedback collected is more accurate, detailed, and reflective of the region’s diversity.
Hearback is committed to reducing bias by offering support for over 30 languages, including major regional languages like Tamil, Thai, Vietnamese, and others. This extensive language coverage allows businesses to engage a broader, more diverse audience and ensures unbiased feedback from regions where English is not the primary language.
Multilingual support not only ensures accuracy but also makes customers feel valued. When customers can provide feedback in their preferred language, they are more likely to be honest and detailed. This helps businesses make decisions based on authentic insights rather than incomplete or skewed data.
- AI-driven actionable insights: The real power of Hearback lies in its AI capabilities, which transform raw feedback into actionable insights in real-time. Speed is essential in today’s fast-paced business environment, and Hearback ensures businesses can respond quickly to customer concerns or capitalise on opportunities. By processing customer feedback instantly, the platform enables organisations to act decisively. For instance, a retail chain can identify a recurring complaint across multiple outlets and implement a solution before the issue escalates, enhancing customer satisfaction.
Gone are the days of manually sifting through feedback to identify patterns. Hearback’s AI-driven automated analysis groups feedback into categories such as sentiment, common themes, and emerging trends. This feature eliminates the time-consuming task of manual sorting, instead providing comprehensive reports that businesses can use to refine strategies or share insights with stakeholders. The streamlined reporting process ensures that decision-makers have access to reliable data at their fingertips.
Beyond surface-level analysis, Hearback empowers businesses to delve deeper into feedback trends. The platform can identify whether a particular issue is region-specific or universal, allowing organisations to address problems with precision. Additionally, it enables the exploration of satisfaction levels across different demographics, equipping businesses with the insights needed to tailor solutions effectively. With Hearback, organisations can achieve a more nuanced understanding of customer needs and preferences, fostering a customer-centric approach.
Transforming businesses across APAC through AI in customer insights
Hearback is transforming how businesses in APAC collect and analyse customer feedback. By addressing the unique challenges of linguistic diversity, background noise, and bias, the platform enables organisations to capture genuine, high-quality insights. Its multilingual support, AI-driven analysis, and focus on inclusivity position it as an essential tool for customer-centric businesses.
As Hearback continues to expand its language offerings and refine its technology, it is set to play a pivotal role in shaping the future of customer feedback collection in APAC. For businesses striving to create inclusive, customer-focused solutions, Hearback provides a pathway to understanding and exceeding customer expectations in one of the most dynamic regions in the world.
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