NLP & Text Analysis
Thousands of customer messages, finally understood.
OVERVIEW
Your customers are telling you exactly what they think — in WhatsApp messages, survey comments, reviews and call notes. Most of it is never analysed because reading thousands of mixed-language texts by hand is impossible. We apply natural language processing tuned for Shona, Ndebele and English blends to surface themes, sentiment and emerging problems from your text data, so the voice of the customer finally reaches decision-makers.
The Problem
Feedback piles up unread across WhatsApp groups, survey open-ends and support chats. You know there's signal in there, but nobody has weeks to read it all — so complaints repeat until they become churn.
Our Solution
We build text analysis pipelines that clean, classify and score your message data, handling code-switching between local languages that trips up generic tools. You get theme dashboards, sentiment trends and alerting on emerging issues — with sample messages behind every finding so you can verify it.
WHO IT'S FOR
Built With Your Situation in Mind
This service delivers the most value for teams and businesses like these.
Telcos and financial services
High-volume complaint and enquiry streams needing automated triage.
Retailers with WhatsApp commerce
Merchants sitting on months of unanalysed customer conversations.
Research and insights teams
Analysts processing open-ended survey responses at scale.
Call centres and support desks
Operations needing transcripts classified into themes automatically.
WHAT'S INCLUDED
Everything You Get
Text data audit and collection pipeline setup
Language detection across Shona, Ndebele and English
Theme and topic classification models
Sentiment scoring with trend tracking
Complaint categorisation and routing rules
Interactive dashboards with drill-down to source messages
Alerting on emerging issues and spikes
Research-ready exports and summary reports
THE PAYOFF
Benefits That Matter
Outcomes our clients care about — measured in time saved, revenue gained and headaches removed.
- Every piece of customer feedback analysed, not a lucky sample
- Recurring complaints spotted before they become churn
- Sentiment tracked over time across all channels
- Local language nuance captured, not lost in translation
- Research reporting time cut from weeks to hours
- Product and service fixes prioritised by real frequency
OUR PROCESS
How We Deliver
Collect
We gather and anonymise your text sources securely.
Train
We classify themes and calibrate sentiment with your input.
Visualise
We deliver dashboards showing trends, themes and outliers.
Act
We set alerts and review cycles so insight turns into action.
WHY BLACKLEMUR
The Difference Is in How We Work
Anyone can list features. Here is what actually changes when you partner with us.
Built for how Zimbabwe actually talks
Generic tools choke on Shona-English code-switching; we tune our pipelines for it deliberately, because that's what your real data looks like.
Findings you can verify
Every dashboard links back to representative source messages, so your team checks the evidence instead of trusting a black box.
Privacy handled properly
Customer conversations are sensitive — we anonymise personal details before analysis and keep your data under your control throughout.
PROOF OF WORK
Your NLP & Text Analysis project could be next
We keep this page honest — we only showcase work we've actually shipped. Talk to us about nlp & text analysis and become the first case study you see here.
PACKAGES
Choose the Right Plan
Every project is unique. These packages give you a starting point — we'll confirm scope after a quick brief.
Starter
One dataset, answered properly.
- Analysis of one text dataset up to 10,000 messages
- Theme classification
- Sentiment overview report
- Key findings presentation
- Anonymisation applied
- Recommendations summary
Business
Ongoing listening across channels.
- Up to three data sources connected
- Custom theme model trained on your data
- Trend dashboard with drill-down
- Monthly refresh pipeline
- Emerging-issue alerting
- Quarterly insights workshop
- Source-message verification views
Enterprise
Voice-of-customer at national scale.
- Unlimited sources within scope
- Real-time or daily processing
- Integration with CRM ticketing
- Custom alert routing to owners
- Multi-language model refinement
- Governance and privacy framework
- Dedicated analyst support retainer
TECHNOLOGIES
Tools We Use
INDUSTRIES
Built for Your Sector
FAQ
Frequently Asked Questions
Can it really handle Shona and Ndebele?
What data sources can you analyse?
Is our customer data safe?
GET A QUOTE
Tell Us About Your Project
Fill in the details and we'll get back to you within 24 hours with a tailored proposal.
Get a Quote
Tell us about your project and we'll get back to you within 24 hours.
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Skip the form and message us on WhatsApp. We typically respond within minutes during business hours.
Chat on WhatsAppWhat Happens Next?
We review your enquiry and schedule a 15-minute discovery call.
We prepare a tailored proposal with scope, timeline and pricing.
Once approved, we kick off within 48 hours.
LET'S BUILD WHAT COMES NEXT
Ready to Get Started?
Whether you need nlp & text analysis or a complete digital transformation — we're ready to build it.