Social media analytics platform Netbase has unveiled its Customer Experience Analytics solution, a tool that enables companies to gain insight into customer satisfaction, buying intent and competitive preferences, according to the company.
The analytics solution brings together data from a variety of sources, such as social media, surveys and customer service. That data can then be leveraged to better understand the customer journey, as well as satisfaction and overall sentiment with the brand. Netbase said that this insight can help improve communications with current and prospective customers.
“Customer Experience Analytics enables companies to fully understand the effectiveness of their current products and services, and gain deeper insights about their customers’ wants and needs so they can provide them with the best possible experience,” said Paige Leidig, CMO of NetBase, in a statement. “Our customers who have enabled our innovative solution have already seen great results and utilized the feedback to make improvements and enhancements to their customer experience.”