Improving Customer Experience Using Sentiment Analysis in E-Commerce
Vinay Kumar Jain, Shishir Kumar · Advances in business information systems and analytics book series · 2016
In today's world, millions of online users post their opinions on product features, services, quality, benefits and other values of the products. These opinions or sentiment data generated via different communication mediums often include vital data points that can be fruitful for businesses in understanding customer experiences, products quality and services. The E-commerce companies considered social media platform for new product launch, promotion of products and features or establishing a successful business to customer relationship which produces great results. Analytics on this Social media data helps in identifying the customers in the right demographic, psychographic and lifestyle group. This chapter identifying important characteristics of customer reviews which help businesses houses to improve their marketing strategies.