CHICAGO, June 21, 2016 /PRNewswire/ -- ReviewTrackers, the award-winning customer feedback platform, announces the release of Trending Topics. Using natural language processing (NLP) and machine learning, Trending Topics analyzes the text in customer reviews, surfaces the most relevant keywords and attaches positive or negative sentiment to them in one, easy-to-understand word cloud.
According to research completed by Cornell University, analyzing the textual information from reviews can unlock insights not commonly found in star ratings alone. Within today's data-driven landscape, the challenge is to look beyond numerical star ratings and to dive deeper into what the customer is saying within a review to achieve a more accurate understanding of the customer experience.
"Trending Topics makes sense of unstructured data while surfacing invaluable customer insights which is not readily made available by traditional approaches in online reviews and feedback management," said Eric Marden, vice president of engineering at ReviewTrackers. "This feature leaps ahead of the competition, operating at any scale and provides an easy-to-digest analysis at any level — from the C-suite to the frontline."
"We have helped over 20,000 businesses capture the voice of the customer through more than 10 million online reviews and comments across multiple feedback channels," said Chris Campbell, founder and CEO of ReviewTrackers.
Trending Topics is positioned to have a transformative impact on enterprises across a wide range of industries. A number of ReviewTrackers clients have already adopted the feature, including Freebirds, an Austin-based fast-casual restaurant brand with nearly 90 locations.
"With Freebirds releasing a new app this year, the Trending Topics feature could not have come at a better time. The feature will play a major role in the successful completion of our app launch, and was one of the main reasons we renewed with ReviewTrackers," said Erin Levzow, vice president of marketing for Freebirds. "Trending Topics will help to provide a depth of customer understanding we cannot get anywhere else."
Levzow also commented, "Using innovation to help better the experience for our customers is a huge initiative for us. This feature will not only help us to focus on what immediate needs our customers have, but it will help us to forecast and strategize for the future."
ReviewTrackers is the award-winning software that elevates the voice of the customer and enables brands to innovate based on customer feedback. The platform empowers businesses by unlocking actionable customer intelligence that helps them manage their online reviews, improve brand reputation and make data-driven decisions that result in increased profitability. Trusted by tens of thousands of client locations, ReviewTrackers is the premier customer feedback solution for enterprise businesses.
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