Customer Feedback, in the form of reviews, social mentions, and survey text responses, can help a businesses understand what their customers love about them and what they don't. Though reading complete reviews and survey responses provide an excellent context on the issues raised by the customers, going through hundreds of reviews to get actionable insights can be a tedious task.

Birdeye's 'Natural Language Processing' algorithm (NLP) is a great solution to the problem. Customer feedback is run through Birdeye's robust NLP engine, where the constituting keywords are first given a sentiment score to indicate whether they are positive, negative, or neutral. These keywords are then made available in a keyword cloud for running deep analytics. The keywords can provide insights into the issues the company's customers have highlighted but cannot provide actionable items that the executives can work on.

This is why Birdeye allows you to create buckets of related keywords called 'Categories.' Each keyword can be custom added/or removed from a defined category.

You can follow these steps to set up 'Categories' within your Birdeye account:

STEP 1: Log in to your Birdeye account, click on the 'Settings' tab on the left navigation rail, then navigate to the 'Insights' tab and select the 'Categories' option.

STEP 2: Click on the 'Add new category' button to create your first 'Category' on the new screen.

Give your new category a name, and then add keywords to the bucket by clicking on the relevant keywords within the keyword cloud visible on the right side. A single click adds the keyword to the category and the second click removes it from the selection. 

STEP 3: You can also find related keywords put together by the system under the 'Related keywords’ section right below the keywords box. Click on the 'Add all’ to add all the related keywords, or else go ahead and select keywords that may be relevant to the defined category. 

STEP 4: Click on ‘Add’ to add the category.

You can also add a 'Sub-category' that may not be present in the keyword cloud, but you may wish that word to be monitored and added to your defined category if it appears in future incoming feedback. 

STEP 5: Go to the respective category you want to add a sub-category on the category page. Click on the ‘three dots’ and select the ‘Edit’ option to edit.

STEP 6: Click on ‘Add subcategory’ to add a sub-category. Add the sub-category following the same steps as you added the category. Further, Click on ‘Save’ to save the changes. 

Go ahead and create as many categories as you may want to create and monitor.

Next, you must define the 'Allowlist' and 'Denylist' keywords and adjectives. This section allows you to add keywords and adjectives you always want to see as part of the keyword cloud and those you don't. 

For example, you may want never to have derogatory words that a reviewer may have published as part of his review - as part of your keyword cloud. You can add such words to 'Denylist.' Also, don't miss to hit the ‘Save’ button to save your settings every time you make an edit.

Once you complete this activity, the screen will look like this.