Creating value from customer comments using text analytics

The advent of social media, online surveys, feedback forms and other electronic records means that we can now quickly collect massive amounts of customer experience data. The challenge for businesses is that the responses, comments and other feedback are usually in the form of unstructured text (emails, texts, tweets, Facebook comments, reviews and so on). A 2013 study by Krikorian estimated that worldwide there are more than 500 million tweets per day, while according to Facebook 1.18 billion people were active on Facebook every day in September 2016....

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