Social CX Analytics is designed to analyze unfiltered feedback across social media channels. It enables users to gain a comprehensive understanding of customer sentiment and identify emerging issues. The platform unifies feedback from comments, posts, and messages across various social media platforms, eliminating the need to manually track mentions, comments, and hashtags. It uses AI to analyze large volumes of social feedback, transforming unstructured text into actionable insights. This allows teams to quantify sentiment, identify trends, and detect anomalies before they escalate into crises. Key functionalities include sentiment analysis, anomaly detection, and customizable dashboards. Sentiment analysis uses advanced theme detection technology to analyze the sentiment of social media mentions. Anomaly detection identifies sudden spikes in volume or negative sentiment, providing early warnings. Customizable dashboards allow users to track brand mentions, monitor trends, and identify changes in sentiment. Gen-AI capabilities provide summaries of key threads and issues for faster insights. The platform also enables users to track competitors' social media activities to inform product and marketing strategies. Competitive reports help monitor competitors' social media, track trends, and spot shifts in sentiment. Benchmarking allows users to compare their performance against competitors across themes such as Brand, Delivery Speed, or App Experience. Insights sharing features enable automated report generation and sharing with teams.

Features

• Unify Social Media Feedback Unifies feedback from comments, posts, and messages across top social media platforms.
• Analyze Unstructured Text with Lyra AI Lyra AI automatically analyzes large amounts of unstructured text with unparalleled accuracy, at scale.
• Sentiment Analysis Analyzes the sentiment of all social media mentions using advanced theme detection technology.
• Anomaly Detection Identifies sudden spikes in volume or negative sentiment faster with anomaly alerts.
• Customizable Dashboards Builds dashboards to track mentions of your brand, monitor trends, and identify changes in sentiment.
• Competitive Reports Monitors your competitors' social media, track trends, and spot shifts in sentiment.
• Benchmarking Benchmarks your against the competition across themes such as Brand, Delivery Speed, or App Experience.
• Insights Sharing Automatically generate and share reports with your team using scheduling and export features.