Customers around the world are constantly telling each other what they love about your brand, what they hate about it, when they enjoyed their service experience, and when they didn’t. Social media feedback management allows you to tap into this enormous pool of authentic comments, reviews, and complaints to discover candid, unfiltered insights about your customers and your company.
Hiring an army of people to manually read, understand, and organise a growing flood of social media comments is neither practical nor cost effective. Fortunately, a powerful and sophisticated new class of text analytics technology makes it possible to identify, collect, and extract important information from free-form verbatim customer comments on any online or social media source. Then, you can apply powerful predictive analytic techniques to identify key issues.
The MaritzCX platform makes it easy to add the power of advanced text analytics technology to your Customer Experience and Voice of the Customer efforts. With the Text Analytics technology built into the MaritzCX platform, you can find and extract the valuable information buried in email conversations, product reviews, and social media comments—and turn conversations from these chaotic and unstructured online channels into a single, unified source of meaningful information.
Text Analytics uses advanced Natural Language Processing (NLP) technology to monitor and find important words and concepts in open-ended comments. Then, MaritzCX adds the insights you gain from social media conversations to a comprehensive family of CX technologies, tools, and quantitative information from different channels and sources—and puts all of this crucial information directly into the hands of the front-line managers and employees who impact your customer experiences every day.