Optimization Of Social Media Comments To Improve Customer Journey Using Machine Learning

Abstract

The marketing is carried out by using various social media strategies and platforms like Facebook, Instagram, Twitter, Pinterest, LinkedIn, YouTube, etc. these are various platforms that are used for marketing. The audience satisfaction delivers many benefits like loyalty, an increase of being referral, less likely to churn, repeat purchase, buying the product at a premium price. The objective of this project is to analyze customer comments in order to extract product details, issue type, sentiments/emotion using topic modeling which will also showcase keywords fall under particular topics to improve customer satisfaction scores. The customer journey can be analyzed to understand the needs and requirements of customer which when post purchasable of the product also help in understanding customer fulfilment ratio. This project not only helps to understand that promotion through social media is better than the traditional approach but also helps to understand the adaptation of new social media x strategies and their promotion along with customer satisfaction.