Unlock Brand Value By Mining Customer Conversations

Our unstructured data analysis platform is driven by sophisticated Deep Learning, Machine Learning and Natural Language Processing algorithms

Analyzing internal transactional information is most of the time effective only for answering the “What“. Companies struggle to answer the “Why“. Customers interact with companies via millions of posts, emails, messages, chats and tweets. Most companies do not leverage this vast amount of data. We help companies analyze this data to answer the “Why“.

Platform Capabilities

We generate deep and granular insights by analyzing millions of pieces of unstructured data. Our insights help companies better understand the dynamics that drive customer behavior and whether the strategies and tactics are aligned against those behaviors. These insights allow companies to optimize customer experience, enhance sales and marketing strategies, proactively react to competition and understand emerging trends in the marketplace.

DATA INTEGRATION

Extract and integrate data from structured (internal transactional data) and unstrctured (Review Sites, Social Media, Blogs, Forums, Customer Care etc.) data sources.

Clean, consolidate and harmonize data

We are experts in bringing together data of varying formats and structures and transforming it into one integrated and cohesive dataset.

Broad, Deep & granular Insights

Understand Customer Behavior

Take Proactive Actions

Monitor & Calibrate Strategies

Product Review Ratings Analysis

Understand how consumers are rating the products. We extract data from a wide range of product review sites and generate ratings analysis. Proprietary brand and product mapping allows users to analyze ratings trends by category, sub category, segment, corporations, brand and product

Synthesize Conversations

Identify the themes and sentiment driving customer conversations. Our domain and client specific algorithms decode customer conversations and reviews into highly accurate actionable themes. Our taxonomies are braoad and deep.

Analyze sentiment mix by themes

Identify variations in customer sentiment for the high priority themes. Understand reasons for the variances and take immediate actions.

Identify themes impacting positive and negative ratings

We have developed sophisticated quantititave models that identify the high impacting themes that influence customers’ positive and negative ratings.

Intelligent word cloud

Unlike traditional frequency based world cloud analysis which contain a lot of noise, we identify themes that drive positve, negative and neutral sentiment and ratings.

SWOT analysis

Conduct brand and product comparisons and identify strengths & weaknesses, risks and opportunities across key themes.

Trends in mentions

Get near real time notifications of significant changes in theme mentions for key competitor products.

Sentiment trends

Analyze sentiment trends over time and identify emerging trends in key themes.

Early warning indicators

We generate signals to indicate emerging risks and opportinities and enable decision makers to take proactive actions.

Customer Profiles

Analyze product ratings by customer profiles.

Social Media Buzz

Analyze Share of Voice and Share of Interactions for key products. Identify the impact of influencers on advertising campaigns.

Our rapid deployment methodology

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Integrate data sources

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Develop customized taxonomy

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Personalize ML and DL models

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Configure visualization portal

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Generate Insights

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Ongoing monitoring and calibration

A few examples of some of our recent work

Global Beauty Brand

Identify drivers of beauty conversations. Extracted relevant feedback from social media and review sites. Developed detailed taxonomy and generated granular theme and sentiment data behind category, brand and product conversations. Insights helped decode which products, claims and offers were resonating with consumers.

Leading Entertainment Company

Mined and parsed customer reviews and identified drivers of customer satisfaction in theme parks with specific focus on ride experience and park experience.

Global Skincare Brand

Analyze customer and competitor’s reactions to launch of a major skincare product line. Helped client understand the positive and negative drivers in the areas of brand perception and product effectiveness.

Global Direct Selling Company

Analyzed reviews, conversations and feedback from distributors and customers generated actionable insights across key areas : sales campaigns, compensation, work / life balance, product perrformance, service etc.

Global Private Equity

Identified emerging consumer and market trends that impact key portfolio companies’ growth. Developed a set of recommendations to increase customer loyalty and decrease churn.

Global Manufacturer

Analyzed customer and field technical support interactions and generate key reasons of customer call backs.

Our Differentiation

We outperform other platforms in accuracy of insights, speed of delivery, scalability & customization

Extract data from a wide variety of sources
Remove noise from conversations
Identify sentiment behind conversations
Classify conversations to themes
Prioritization of themes
Link themes to operational KPIs
Competitive benchmarking
Leading / Trailing themes vs. competition
Ratings and Sentiment drivers analysis

Best in class infrastructure

Cloud based platform

Minimal client IT involvement

Insights are delivered near real time

Dedicated data scientists and client engagement