Measuring Customer Feedback via Email with AWS Services

Client Background

A growing e-commerce startup needed a streamlined method for gathering and analyzing customer feedback from emails. The company wanted to automate collecting, processing, and visualizing feedback to understand customer sentiment better and improve overall service quality.

Challenge

The company received a high volume of customer feedback through emails, which required manual sorting and analysis. This process was time-consuming and prone to human error, leading to delayed responses and missed insights. The company needed an automated, scalable solution to process and analyze real-time feedback.

Solution

The Email Feedback Metrics Dashboard was developed to address needs, using a serverless architecture on AWS to handle feedback automatically:

• Automated Email Analysis
  The system automatically collects and processes emails sent to a specific address using Amazon SES, storing them in an S3 bucket. AWS Lambda functions are triggered to analyze the content using Amazon Comprehend for sentiment analysis.

• Real-Time Insights
  The sentiment analysis results and key phrases extracted from the emails are presented on an interactive dashboard built with React. This dashboard provides real-time updates, allowing users to gauge customer sentiment quickly and identify trends.

• Scalable Serverless Architecture
  By leveraging AWS’s serverless components, the solution scales automatically based on usage, ensuring cost efficiency and eliminating the need for server management.

Results

The deployment of the Email Feedback Metrics Dashboard provided  with several key benefits:

• Improved Customer Understanding
  The company gained immediate insights into customer sentiment, enabling faster and more informed decision-making.

• Operational Efficiency
  Automating the feedback process reduced manual effort, allowing resources to focus on customer service improvements.

• Scalable and Cost-Effective
  The serverless architecture provided a scalable solution that grows with ’s needs, with a pay-as-you-go pricing model that optimized operational costs.

Conclusion

This case study demonstrates how the company successfully automated its customer feedback analysis using the Email Feedback Metrics Dashboard. The serverless architecture, with real-time sentiment analysis and an interactive dashboard, empowered the company to understand better and respond to customer needs, driving improved service quality and customer satisfaction.