Tracking Brand Sentiment & Innovation Through Social Listening

A global consumer products company wanted to strengthen its social media monitoring capabilities by utilizing advanced text analytics to track brand sentiment and emerging innovation in the marketplace.

ORI quickly and efficiently scraped social media data and translated it into brand sentiment insights—across multiple brands—while also monitoring for new innovations and consumer demands emerging in online dialogue.

Challenge

Extremely large volumes of social media data needed to be analyzed efficiently in order for high-value insights to connect back to the company’s strategic objectives. The client’s previous social media monitoring vendor provided limited real-time analytical insights that failed to meet growing internal requirements.

Solution

By deploying ORI’s advanced text analytics solution, our team leveraged AI-powered natural language processing to identify topics, themes, trends, and reasons for contact as well as sentiment and effort analysis to spot negative sentiment drivers and areas that routinely caused struggles for customers—all in real time.

Outcome

Advanced text analytics technology enabled the client to quickly and efficiently scrape social media data and translate that information into brand sentiment insights—across multiple brands—while also monitoring for new innovations and consumer demands emerging in online dialogue.