The customer feedback loop in large service-based corporations is very long. Getting the pulse of customers, the challenges they face and figuring out satisfaction with service is very difficult. It usually takes days, months and elaborate survey campaigns to gauge what the customer thinks. This creates a disconnect between service delivery and customer satisfaction. The challenge was to somehow shorten this feedback loop while reducing the cost at the same time
Social media presents an enormous opportunity to harness customer feedback, their sentiments and a general feeling about the goods and services consumed. With this in mind we started with the building NLP based dashboard tool which would segment tweets and then pick any serious problem and move them to a complaint management system.