User-generated content has increased significantly in the recent past. Much of this content is text-based, generated mainly via online forums and social media platforms, an will often contain users’ opinions about organizations or hot-button issues.
Businesses exist to provide goods and/or services, which means that communication and relationships with customers are crucial elements of their success. Analyzing customer feedback—either customer reviews or complaints—shared on online or social medium platforms can provide key insights necessary to optimize customer service. In fact, there a lot of statistics that suggest this kind of analysis via user-generated content is a key part of any brand strategy.
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