Log in
Language

Customer Experience

Use accurate topics data to deliver a superior customer experience

Screenshot for Customer Experience
Millions of people take to social media to express their views on a range of customer experience issues from mobile apps to in-store experiences. This deluge of unsolicited feedback is a rich source of inbound customer data that has typically been impossible to mine. Using a proprietary mix of AI and crowd-sourcing, BrandsEye mines and structures this data, providing your organisation with a real-time and granular understanding of the customer experience.

Make operational interventions from sentiment data

Use Inbound sentiment data to gain a holistic view of the customer journey. Take this a step further with BrandsEye Topics data which allows you to have a granular understanding of problematic channels that require improvement. Using location data, you’re able to benchmark against your competitors’ and your own customers in other regions.

Measure and assess the impact of interventions

Businesses are constantly improving their channels, from revamping of mobile apps to store layouts. These interventions prompt sentiment-bearing responses from customers on social media. BrandsEye connects the identifiable drivers of negative customer experiences to your operations team so that you can make tailored customer-centric improvements.

Benefits of structured topics data

Find out how your customers feel in real time

Find out how your customers feel in real time

Gain a real-time assessment of customer feedback that can be tracked over time. Traditional customer research is expensive and the data dates quickly. Social media data allows you to keep your finger on the pulse of customer sentiment and how it shifts in response to your business’s customer experience developments.

Make data-driven CX improvements

Make data-driven CX improvements

Improve and iterate on your CX offering with accurate data, not guesswork. Whether you’re redesigning your store plans or piloting a new payment method, with topics data you can assess in real-time how customers respond to these changes and respond accordingly.

Competitor benchmarking

Competitor benchmarking

CX is relative. Understanding your strengths and weaknesses in relation to your competitors is vital, particularly on social media where so much of the inbound customer feedback is negative. Use BrandsEye to compare to measure your performance against competitors over time and in specific locations.

Gain a holistic understanding of your channels

Gain a holistic understanding of your channels

Omnichannel CX is here. Customers expect you to understand them across channels. From online stores to call centres, BrandsEye provides you with a holistic view of customers across channels so that you can understand sentiment but also make channel specific interventions.

Understand customers across markets and regions

Understand customers across markets and regions

Your customers’ priorities and expectations differ across regions and markets. BrandsEye enables you to understand sentiment across your stores, brands and services, wherever they operate in the world. With BrandsEye, you’re able to deliver market and location-specific CX improvements.

Understand the topics driving customer sentiment

Understand the topics driving customer sentiment

Understanding customer sentiment is important but understanding what issues and topics are driving a particular sentiment is crucial to making informed customer-centric changes. BrandsEye provides you with the voice of the customer at a scale and accuracy that has previously remained unreachable.

Accurate sentiment data: a new source of customer experience (CX) intelligence

Our data is used by the world's leading customer experience teams from retail banking to ride-hailing apps. They use BrandsEye to understand, in real time, how their customers experience their products and services in their omnichannel journeys.

How brandseye fits into the CX ecosystem

Today, leading businesses are putting the customer at the heart of their strategy and operations. To do this, they rely on accurate and actionable data about their customers. Social media is an unrivalled source of real-time, volunteered customer feedback in which customer detail their expectations and experiences. The CX data ecosystem has typically been informed by three sources of data: operational data, survey data and inbound feedback. As a source of inbound feedback, social media has been difficult to use due to its unstructured and messy nature. The volume of inbound and irrelevant data and failure to accurately measure sentiment contained in social media posts have been the main obstacles. BrandsEye’s technology has solved these challenges, providing you with organised, accurate and actionable customer insights from social media.
Inbound feedback
Survey data
Operational metrics
 
Comprehensive insights

Opinion data: the future of polling

How people feel today determines what they’ll do next.

BrandsEye provides access to your customers’ feedback in real time, enabling you to make agile, data-driven interventions. Traditional survey metrics, like Net Promoter Scores, provide useful review data to measure past performance but are lagging metrics. The findings from traditional surveys date rapidly and can’t account for the immediate impact that developments in the news and from customers on social media have on your brand.
Surveys / NPS
Lagging
Past
Intention data
Live
Now
Expectation data
Leading
Next

Keep your finger on the pulse of public sentiment
to deliver superior customer experience

Request a demo

Our accurate data is powered
by the BrandsEye Crowd