In addition to surfacing specific industry topics contained in conversation, BrandsEye's Crowd is able to categorise conversation into customised conversation themes. Crowd contributors classify individual social media posts according to an organisation’s requirements. Classification is typically used by organisations to sort social media conversation according to a tailored customer journey.
Customer journey classification enables organisations to identify at which stage specific issues occur. Each customer journey map applied by our Crowd in the classification process is tailored by the client according to their business and industry needs. This data is used to improve customer experience, increase operational efficiencies and improve customer service channels. Classification is also used for customer research to monitor specific areas of importance, to identify unhappy customers who could churn and identify prospective customers.