NetBase Tool Combines VoC with Social Media Analytics

In the US, NetBase has launched a solution that combines Voice of the Customer (VoC) with social media analytics, to give brands insight from customer feedback regardless of when it occurs.

NetBase develops social media tools to analyse consumer opinion, emotion and behavior, using NLP and machine learning to process millions of posts on a daily basis. The firm recently introduced artificial intelligence image analysis capabilities, to identify and analyse visual post components including brand logos and keywords, and to provide a view of visual brand 'mentions'.

The new cross-channel customer experience analytics solution, 'NetBase VoC', provides standardized analyses for customer feedback including automated sentiment, passion scoring, top conversation rankings, drivers of low and high ratings, trending and geolocation. The tool extends the company's social media listening and analytics capabilities, and its end-user tools for business analysis and reporting. Users get a single, integrated platform for processing and analyzing customer feedback from multiple data sources including social media networks, online communities, reviews and ratings, internal systems and digital media.

CMO Paige Leidig (pictured) comments: 'For too long brands have kept the data siloed due to the cost and complexity of implementing a solution. NetBase has eliminated this concern and delivers a solution that adds social media listening insight to surface what surveys miss, to confirm the priority and magnitude of feedback, and to add competitive intelligence'.

Web site: www.netbase.com .