Customer Experience Analysis (CxA)
Every day, millions of consumers use the social web to share opinions and experiences about products and services. SMS, IVR transcripts, email, and web comments are other touch points that allow customers to interact with companies. CxA helps you connect with all these listening posts and understand the meaning of all customer conversations so you can take informed actions to make product, service delivery, and branding improvements... faster and better.
Highlights
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Aggregate and Analyze customer feedback from any Listening post Aggregate user generated content from public web sites or qualitative text comments from internal interaction channels. Leverage structured attributes such as author, source, demographics, date, web analytics, behavioral or transactional data from any interaction channel for deeper drill down. Our Smart Connectors provide instant access to:
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Business vocabulary support for deeper and precise analysis Our brand taxonomy allows analysts to far beyond the current keyword-driven monitoring and analysis platforms. With support for a hierarchical product and feature catalog, CxA provides detailed analysis on the product level. We can tell you how opinions about your products (and your competitors') develop over time, what people like and dislike and which websites are the most influential information sources for a certain product category and, most important, the drivers of satisfaction or dissatisfaction. Marketing/Product managers can leverage the brand/product sentiments to improve branding and faster product innovation. |
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Identify and track changes in sentiment CxA will identify the trend and explain changing customer sentiment before it impacts your business. In addition, our platform enables the ability to quickly answer the "why" questions surrounding senti-ment analytics. This enables movement beyond simply monito-ring sentiment results. With these new insights marketers can develop more effective customer marketing plans.
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Competitive Analysis Using our patent-pending sentiment analysis engine, we can identify what people are saying about your brands and products. Our sentiment score shows how positive or negative people's opinions currently are. And we provide the same data for your competitors, so you know immediately where you stand in the market.
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Topic Analysis Through our classification engine, we are able to identify key topics and themes from the conversations around your business, brand and products. This helps you to identify the key concerns of consumers on their terms without requiring the use of formal surveys or panels.
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On-line Buzz Analysis Our buzz analysis measures the relative volume of online conver-sations across multiple brands and products and content sources. This helps in crafting a targeted marketing strategy to attract and retain consumers.
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Delivery Options Our services are delivered on a subscription basis through three flexible channels:
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Talk to us to schedule a live demo of CxA |
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