While it’s true that much of your feedback will come from structured formal surveys that you send to your customers through email, SMS and IVR, in today’s world of social media, an increasing amount of invaluable feedback is unsolicited and arrives in a more unstructured and spontaneous form - through your social media channels.

With CX Index, you can listen to what your customers say about you on social media. It’s real-time listening to what your real-life customers are saying about you to their friends and followers online. 

• What are the hashtags people are using about your brand?
• Are they positive? Or are they negative?

Social listening helps you to:

• cut through the noise of social media to find out what is being said about your brand online,
• understand your customers better to inform your product and business strategies, and
• engage with your advocates and critics alike in a positive, meaningful way.

CX Index Social Listening with Genesys Cloud

Genesys Cloud clients can easily integrate their contact centre with Facebook and Twitter so that agents can converse with customers in private or direct messages. 

Genesys cannot, however, enable agents to interact with customers on public posts. CX Index fills this gap by giving the agents the ability to respond to public mentions, comments and posts on Facebook and Twitter.

Integrating with Genesys, CX Index enables you to:

• Send notifications directly to the Genesys queue with information about a specific post,
• Include a direct link to the social media comment, and
• Include a direct link to CX Index to interaction .

Making Sense of the Data

With vast amounts of unstructured data, how do you work out how to prioritise your online interactions? How do you identify the trends and extract insights that drive business change?
 With CX Index’s Natural Language Processing (NLP) tool, we can: 

• create categories and keywords, and 
• allow you to filter and prioritise the data based on these parameters.

For example, a social media mention with a low sentiment score is likely to indicate that a customer is irate and needs your attention as a matter of urgency. 
CX Index’s NLP engine can ingest text from any source, including Twitter, to analyse the sentiment behind what your customers are saying about your brand. 

The platform leverages the Vader lexicon sentiment analysis tool as developed in the Massachusetts Institute of Technology, commonly regarded as the best available open-source solution on the market for sentiment analysis. 

You can analyse the customer’s sentiment towards your brand by giving their feedback a:

• Sentiment Score,
• Sentiment Breakdown, and
• Sentiment Timeline.