Alida Adds Social Media Reviews to XM Platform

Insights and CX firm Alida has added new features to its Total Experience Management (TXM) Platform, including the ability to ingest indirect customer feedback by monitoring social media reviews.

The firm's TXM approach aims to go beyond traditional Voice of the Customer, allowing brands to uncover 'pain points' and opportunities to understand their customers, and reveal the best methods for building more innovative and optimized experiences. The upgraded solution enhances online reviews with Alida Social, dynamic targeting with Alida Touchpoint, AI-driven text analytics and dashboards, Organizational Hierarchy reporting, and integrated sample management.

The new features include the ability to provide details of customer reviews from more than 100 web sites all on one platform, with users able to maintain brand reputation by responding to reviews consistently across all their locations. To ensure respondent experience uniformity, single choice and multiple-choice matrix questions can be presented in the form of a carousel, and targeted at different audience segments based on attributes such as gender, location, role, and last product purchased.

Users can now also collect feedback from customers not currently represented in the customer base with Alida's sample management capabilities. Riaz Raihan (pictured), President of Products & Engineering, comments: 'With our platform's advanced capabilities, clients have access to the most innovative and powerful ways to listen, analyze, and act on customer and employee feedback'.

Alida says it will soon be expanding its qualitative capabilities with an integrated Video IDI solution to segment and schedule panelists, prepare for and conduct live video interviews (individual or group), run detailed analyses with transcript text analysis and share showreel clips.

Web site: www.alida.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.