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Understanding Customer Sentiments Beyond the Noise

Your customers are providing you feedback about your service everyday. Most of them will not hesitate to let you know their emotions if they are particularly disappointed with your service. Customer feedback comes to you in the form of reviews, social media rants and email communications to your customer service. All of these reviews are opportunities for you to make necessary corrections to your business processes. But there are a few problems you must first solve to get to correcting supply chain bottlenecks. First of all, how do you get to listen to your customers in the white noise of all the social media chatter; secondly, how do you isolate where exactly the problems lie?

When customers express their opinions about your brand through social media channels, their voice comes to you as data that is unstructured. Whether it is a rant in a Facebook post or a quick appreciation and recommendation via a Tweet, customers are always telling you what you must hear. The problem is that there is so much of it online that it compares to nothing but white noise.

Getting access to the right insights is the difference between serving a loyal customer or dissatisfying a detractor. 93% of people say that they trust online reviews to make buying decisions. So maintaining a majority of good reviews not only affects your online reputation management (ORM) but also impacts your topline. Tracking your customer sentiment on social media can help you understand the holes in your otherwise flawless ORM. 

With data pouring in from all channels, you need a tool that identifies different customer sentiments. You can easily listen to your customers’ digital conversations through our NLP-based (Natural Language Processing) solution Lexcore.

What our solution does is to discover patterns in the digital white noise of online chatter about your business from all online channels and formats and create conversational themes out of them. Listing out the themes and prioritizing them based on how often a particular theme occurs will tell you where exactly to focus on your business process to change your customers’ perception into a positive one.

With Lexcore you can easily cut down the technology costs of ORM, sentiment analysis, brand risk management, and public relations interventions by a large proportion. It is important for your brand identity that you intervene into negative customer sentiment early on and nip the issue in the bud, before it spirals out of control or goes viral in a wrong direction. 

Lexcore automates the jobs you hate to do. As it not only detects themes but also anomalies among millions of conversations that cannot be done manually. It is humanly impossible to pore over millions of data points and isolate positive, negative and neutral themes. And Lexcore has been doing this for a Silicon Valley Fortune 500 company and saving them time and money over their many outlets. 

At the heart of sentiment analysis is the need to identify customer sentiments in crunch time. There is a dire need to figure out what is going wrong with your business than what is going right. Not only that, by running sentiment analysis survey responses, you can identify and eliminate many more issues and bugs that tarnish your brand value and hold your topline growth back.  

In the era of rampant social media conversations and mass market analysis done through artificial intelligence, there is no excuse for letting the reputation of your brand slip through the cracks by not addressing the negative online impressions of your business. For growing and established brands, sentiment analysis is an invaluable tool. If you wish to change the way your brand is perceived, write an email to beawesome@skellam.ai and we will get in touch with you in no time to get you started.

About The Author

Lakshmi Narayan V

Content Marketer. Student of Life. Someone with a passion for learning.

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