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Which Category Models are available in CX Social

Last Updated: Jul 13, 2017 06:04AM EDT
In this Support Article you can read the detailed descriptions of every Category Model available in CX Social. If you want to activate such a model or know more about the feature, you can read everything in this support article. 

What's the difference between the Horizontal Models and the Vertical Models? 

CX Social supports the categorization of unstructured data using Category Models. Out of the box we support over 20 standard industry models, but we can also offer customization of these models, or tools to set up your own models.
 
There are two sorts of models:
 

ŸŸ●  The vertical models focus on the categorization of major industries, e.g. the the telecom, automotive or lodging sector.
 

ŸŸ●  The horizontal models will help you with the analysis of different feedback approaches. They are useful across all industries. They focus, for example, on the website experience of the customer or they determine the basic emotions in customer feedback. 
 
Horizontal Models:
 

ŸŸ●  Engage Model
ŸŸ●  Customer Support
ŸŸ●  Customer Profiles
ŸŸ●  Customer Escalation
ŸŸ●  Basic Emotions
ŸŸ●  Website Online Experience 
ŸŸ●  Suggestions
ŸŸ●  Marketing and Advertising
ŸŸ●  Loyalty Programs

Vertical Models:
 

ŸŸ●  Automotive
ŸŸ●  Banking (Institutional)
ŸŸ●  Banking (Retail)
ŸŸ●  Food & Beverages Experiences
ŸŸ●  High Tech Computing
ŸŸ●  Insurance Model
ŸŸ●  Lodging
ŸŸ●  Restaurants
ŸŸ●  Retail (Online)
ŸŸ●  Retail (Store)
ŸŸ●  Retail Product Evaluation 
ŸŸ●  Telecom (Mobile)
ŸŸ●  Transportation

Horizontal Models

Engage Model

This Engage Model will help you to group your customers into a premade, helpful classification. Customers are divided and assigned to a certain group, based on their comments about your brand and their brand experiences. The Engage Model lets you know how to interact with each customer.


ŸŸ●  Act: Based on customer actions, customer outreach and legal mentions.
ŸŸ●  Investigate: When mentions are a risk to churn or when reputation management is needed.
ŸŸ●  Reward: When mentions are sent by brand advocates.

This model is available in English, French and Spanish.

Customer Support 
 
The Customer Support Model will help you gain Insights in the Customer Support experiences of your customers. It will automatically categorize mentions based on the agent's competences, phone quality and the ability to solve a problem. This model is useful for any organization which has a Support Team and/or Center.

This model is available in English, French and Spanish.

Customer Profiles

The Customer Profiles Model will define demographic groups. The model looks for specific keywords and phrases to identify individuals with specific interest, ages, genders, ethnicities, etc. This Category Model works perfectly to tag your social media mentions because customers generally discuss their identities and interest in the scope of their conversations with others.  

This model is available in English, French and Spanish.

Customer Escalation 

The Customer Escalation Model will identify customers who require assistance or who are a threat to the organization. It will categorize topics that are identified as cries for help, brand assassins and much more. 

This model is available in English, French and Spanish.

Basic Emotions 

The Basic Emotions Categorization Model will help you to define and distinct emotions that are frequently expressed in customer feedback. By using this model, you will add an extra layer on your sentiment analysis. This might be particular interesting because sentiment is a strong supplement to satisfaction metrics.
This model will categorize and tag the following emotions:


ŸŸ●  Happiness
ŸŸ●  Love
ŸŸ●  Sadness
ŸŸ●  Anger
ŸŸ●  Fear
ŸŸ●  Confusion
ŸŸ●  Disgust
ŸŸ●  Surprise
ŸŸ●  Anticipation
ŸŸ●  Embarrassment

Available in Chinese, Dutch, English, French, German, Italian, Japanese, Portuguese and Spanish. 

Website Online Experience 


This model could help structure data where customers are giving any feedback about your website. The classification is based on the successes and failures of your website. Do the customers like your website? Did they discover technical issues? Getting insights in how customers feel about your website can make or break the customer’s experience with your brand. 

This model is available in English, French and Spanish.

Suggestions 

This model will help you identify feedback in which customers are making suggestions about your products, prices, staff, etc. This model is useful across all industries, but of course the most helpful to analysts who are looking for ways to improve their processes and brand products. 

This model is available in English, French and Spanish.

Marketing and Advertising 

The Marketing & Advertising template will help you to analyze the marketing efforts of a brand or organization. The model classifies the advertising, pricing and collateral by channel, product or even a specific campaign. For example, feedback on your brand new radio and tv commercial can be tagged automatically thanks to this model. 

This model is available in English, French and Spanish.

Loyalty Programs 

The Loyalty Programs Category Model focuses on the key aspects of a rewards program. The model offers you a wide range of topics about the enrolment, rewards and loyalty programs. In this manner the loyalty program manager can understand the areas for improvement in their current program as well as the features that are highly valued by their current customers. 

This model is available in English, French and Spanish.

Vertical Models
 
Automotive
 
The Automotive Category Model provides you a comprehensive view of the car buying experience. The model will focus on both the categorization of the corporate and dealership levels. Next to those topics, you'll find detailed categorization tags around a vehicle's features and the car service experience.

This model is available in English, French and Spanish.

Banking (Institutional)
 
The Banking - Institutional - Category Model will help you with the categorization of the journey of a customer through the banking lifecycle. You will see tags based on account types, banking services, policies, online banking, etc. When your organization is looking to analyze the existing banking process, this category model is ideal. 

This model is available in English, French and Spanish.
 
Banking (Retail)
 
The Banking - Retail - Category Model will provide you to gain insights in the banking experience from a customer's perspective. Tags will get applied to functions such as investments, insurances and planning services. Or even the experiences with the ATM and the branch will be covered. 

This model is available in English, French and Spanish.
 
Food & Beverage Experience
 
The Food & Beverage Experience Category Model will provide you a robust view of a customer's interaction with a food and/or beverage product. It includes tags on topics about advertising, packaging, quality, adverse reactions and more. This model is ideal for all restaurants, travel, lodging and food companies who are looking to analyze their products. 

This model is available in English, French and Spanish.

High Tech (Computing)
 
The High Tech - Computing - Category Model will focus on the specific technology products such as monitors, printers and operating systems. Next to these specific products, the Category Model will also tag information on orders, delivery and payment. This Category Model can help out retail based industries who are selling technology products, especially online.

This model is available in Chinese, Dutch, English, French, German, Italian, Japanese, Portuguese and Spanish. 
 
Insurance Model
 
The Insurance Category Model provides you a comprehensive coverage of the customer journey with an insurance agency including the quote, claim and fulfilment processes. It also includes topics regarding general customer service, website, policies, services and more. This model is best suited for insurance companies who are looking to get a complete view of their customer's interactions with the brand. 

This model is available in English, French and Spanish.

Lodging
 
The Lodging Category Model will include a representation of the customer's touch points during their stay at a hotel. It breaks out different roles, amenities, spaces, and programs that may affect customer's perception of his / her stay. 

This model is available in Chinese, Dutch, English, French, German, Italian, Japanese, Portuguese and Spanish. 
 
Restaurants

The Restaurant Category Model maps out the customer's journey when visiting a restaurant. With this model mentions about topics covering quality, experience, location, employees, marketing, payment and more will be tagged. This model will help restauranteurs or restaurant corporations understand the areas of success and improvement in their establishments. 

This model is available in Chinese, Dutch, English, French, German, Italian, Japanese, Portuguese and Spanish. 

Retail (Online)
 
The Retail (online) Category Model will examine a customer's experience while making purchases online. By breaking out specific topics on fulfilment, website functionality, account manager and corporate initiatives that may affect a customer's satisfaction. 
 
This model is available in Chinese, Dutch, English, French, German, Italian, Japanese, Portuguese and Spanish. 

Retail (Store)
 
The Retail (Store) Category Model will examine a customer's experiences visiting and making purchases in a brick and mortar store. By focusing on the physical qualities of the store, the employees and the checkout experience, this template helps store managers or corporate analysts determine the aspects which may affect customer satisfaction. 

This model is available in Chinese, Dutch, English, French, German, Italian, Japanese, Portuguese and Spanish. 

Retail Product Evaluation

The Retail Product Evaluation Category Model examines the features of a product and its packaging which could potentially cause issues for a customer. It also includes topics related to safety and legal aspects which could be cause for escalation. 
 
This model is available in English, French and Spanish.

Telecom (Mobile)

The Telecom (Mobile) Category Model maps out the customer journey with a telecommunications company. By breaking out account maintenance, billing, products, support channels, and contract plans, it is easy to understand what areas customers are talking about and which areas are successful or struggling. If a mention's content carries one of the following topics, it will be tagged automatically after activating this Category Model. 

This model is available in English, French and Spanish.
 
 Transportation 

The Transportation represents the customer's full experience while traveling. With category groups tagging everything from the check-in process to food to entertainment to legal, this model is a great asset for analysts looking to understand the customer's pain points better. While it is geared towards airline and railway companies, it would be easily extended to other travel industries such as cruise lines.
 
This model is available in English, French and Spanish.

Customize Category Models 

If you want to customize models, or create your own, please contact your Customer Success Manager.
 

 

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