Next time you log into ReviewTrackers, spend some time checking out your Trending Topics, which you’ll find on your Dashboard page.
Trending Topics brings to the surface the most relevant keywords used by your customers in their online reviews. Powered by advanced natural language processing (NLP) and machine learning technology, it analyzes your data and makes sense of massive amounts of feedback.
That way, you get to know not only what customers are talking about — but also how they feel.
Customer feedback. Get more out of it. And do more with it.
Whenever customers review your business, they’re also sharing information more useful than what you’ll ever get from star ratings or satisfaction scores.
Trending Topics crystallizes this information into insights — helping you achieve a more accurate, complete, and unified view of your customer.
- According to IBM, 80% of all data — including data from online reviews and customer feedback — is unstructured and typically difficult to analyze and understand.
Easy-to-digest insights: Unlock the potential of that 80% and gain value from the analysis of unstructured review and feedback data. Then take action based on what you learn.
Sentiment analysis: Pin down sentiment data, emotion, feelings. And see — more clearly than ever — what customers like and dislike about your brand. Through proprietary relevancy scores, Trending Topics provides measurement of positive and negative language, with unparalleled accuracy.
High-impact trends and patterns: Capture the Voice of the Customer and discover the trends and patterns that define their experience. Simply put: Trending Topics helps your entire team — from the C-suite to the frontline — find meaning in online reviews and customer feedback.
What is NLP?
Natural language processing (NLP) is the ability of a computer program to understand human speech as it is spoken. This allows Trending Topics to interpret customer feedback the way the human brain interprets language.
Our approach to NLP is based on machine learning, a method of data analysis that allows Trending Topics to find patterns and unlock insights as it is exposed to new data. This approach is fast, consistent, and programmable. Which means that Trending Topics can process massive amounts of data from online reviews and customer feedback. That way, you understand — at a glance and at scale — exactly your customers are saying.
Accelerate improvements and breakthroughs: Easily identify opportunities and issues with the customer experience — and make better business decisions backed by data.
Build a brand that resonates with your customers: Discover topics, issues, and keywords that customers mention organically, then tailor your own messaging so that the voice of your brand speaks the language of your customers.
Anticipate customer needs: Look through the lens of your customers. Trending Topics equips you with the intelligence and foresight essential to delivering 5-star customer experiences — today and in the future.
Questions? Contact your Customer Success Manager today to learn more about how Trending Topics can work for your organization.