Birdeye allows you to break down unstructured feedback from review sites, social media, and surveys and share actionable intelligence across your entire company. The platform scales thousands of locations in real time. Birdeye’s Natural Language Processing (NLP) engine, Athena, humanize big data so you can understand the sentiment expressed in feedback — company-wide and location-specific.

Discover How Insights Best Practices Can Benefit your Business!

Birdeye structures insights in 3 tiers: Business drivers, sentiment drivers, and customer verbatim. Insights are designed to spur decisive action from executives down the front lines. Category analysis tells a restaurant that its food has a negative sentiment. Digging deeper, the restaurant finds a surge in negative mentions for “pizza.”

Sudden shifts detected in negative feedback sentiment can uncover emerging trends in customer experience that threaten a brand. Location analysis shows which locations received the most mentions of “burnt pizza” in the past seven days. The corporate can call these locations’ managers to fix this problem before it escalates.

To view the advantages of this feature, you need to put a few things in place.

1. Create 'Categories' replicating your business's operational metrics or define new ones to understand your strengths and weaknesses.
2. Add keywords to each of these categories to give them body. The keywords that you place within a category need to be somehow related, for example, 'Cashier', 'Steward', 'Manager' etc. are all keywords that can be clubbed under 'Staff.'
3. Now, add some 'Denylist' keywords and adjectives you want the system to weed out from the keyword cloud. Abuses and other profanities and unintelligible words would be examples of 'Denylist' keywords.
4. Lastly, add 'Allowlist' keywords and adjectives of words that you would like the system to add to the keyword cloud, even if these words do not exist in the customer feedback messages collected so far. By adding these words, you can ensure that these keywords will be available for analysis in the future in case someone uses them in the future. 

Once you have completed the above steps, head to the 'Insights' tab on the left navigation rail to experience the results it provides you.