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Which Category Models are Available?

Last Updated: Jan 24, 2017 05:33AM EST

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 have support for over 20 standard industry models, but we can also offer you customization of these models, or tools to set up your own models.There are two sorts of models. The vertical models focus on the categorization of major industries, e.g. the the telecom, automotive or lodging sector. 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. 

 

These are the available Horizontal Models:
 


These are the available Vertical Models:
 



Horizontal Models
 

1. Engage Model
 

What? 
This Engage Model will help you to group your customers into a premade, helpful classification.  Customers are divided and assigned to a certain group: Act, Investigate or Reward. They belong to a certain category based on their comments about your brand and their brand experiences. The Engage Model lets you know how to interact with each customer. The "Act" category is based on customer actions, customer outreach and legal mentions. Mentions will carry the tag "Investigate" when they are a risk to churn or when reputation management is needed. Last, mentions can be tagged "Reward" when they are send by brand advocates. 

This model is available in English, French and Spanish.
 

2. Customer Support 
 

What? 
The Customer Support Model will help you to gain Insights in the Customer Support Experience of your customers. It will automatically categorize mentions based on the agent's competencies, the phone quality and the ability to solve the 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.
 

3. Customer Profiles
 

What? 
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.

 

4. Customer Escalation 
 

What? 
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.
 

5. Basic Emotions 

 

What? 
The Basic Emotions Categorization Model will help you to define then 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: Happiness, Love, Sadness, Anger, Fear, Confusion, Disgust, Surprise, Anticipation, Embarrassment.

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

 

6. Website Online Experience 

 

What? 
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 customers experience with your brand. 


This model is available in English, French and Spanish.

 

7. Suggestions 
 

What? 
This model will help you to 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.

 

8. Marketing and Advertising 
 

What? 
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 examples, feedback on your brand new radio and tv spot can be tagged automatically thanks to this model. 


This model is available in English, French and Spanish.
 

9. Loyalty Programs 


What? 
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

 

1. Automotive

 

What? 

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.

 

2. Banking (Institutional)

 

What? 

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.

 

3. Banking (Retail)

 

What?

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.

 

4. Food & Beverage Experience

 

What?

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.

 

5. High Tech (Computing)

 

What?

The High Tech - Computing - Category Model will focus on the specific technology products such as screen, 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. 

 

6. Insurance Model
 

What?

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.



7. Lodging

 

What?

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. 

 

8. Restaurants

What?

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. 



9. Retail (Online)

What?

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. 


10. Retail (Store)

What?

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 risk customer satisfaction. 

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


11. Retail Product Evaluation

What?

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.


12. Telecom (Mobile)


What?

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.
 


 13. Transportation 


What?

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 to 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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