System And Method For Analysing Customer Experience From Unstructured Social Media Data

Abstract: A method and system for analysing customer experience from unstructured social media data comprising, fetching data from the social media platforms and segregate these social media conversations into a campaign data, a “True social” data, and a news data using the industry topic related plurality of keywords. Furthermore, it also identifies from the true social data, different stages of customer experience such as a pre- experience data, a duringexperience data and a post- experience data. It enables identification of at risk customers, loyal customers, and one or more target customer of a brand. Customer issue areas may also be identified that a brand needs to focus on along with identification of key social media influencers who are influencing conversations for or against brand and enables the brand to take appropriate action based on the analysis of various posts.

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