Actionable Consumer & Market Intelligence
Turn Billions of Conversations into Your Competitive Advantage
The world’s largest focus group is happening online, right now. Billions of unstructured conversations across social media, news sites, blogs, and review forums contain the critical insights you need to outmaneuver competitors and win the market. We provide the AI-powered intelligence to find the signal in the noise and turn it into your decisive advantage.
Why ESS for Consumer & Market Intelligence?
From Data Overload to Strategic Foresight
The sheer volume of digital data is overwhelming. Without a systematic way to listen and analyze, enterprises operate with dangerous blind spots. They are slow to react to shifting consumer sentiment, vulnerable to PR crises that seemingly appear from nowhere, and consistently miss opportunities hidden in plain sight.
Our intelligence service transforms this chaos into clarity. By unifying data from over 30 digital channels and 1B+ websites, we provide a 360-degree view of your customers, your competitors, and your market. Our industry-leading AI analyzes this data in real time to surface the trends, threats, and opportunities that matter most, giving you the strategic foresight to act with confidence.
How ESS Delivers Actionable Intelligence
Hear the True Voice of Your Customer
Build a holistic Voice of the Customer program that goes beyond surveys. We capture and analyze both solicited and unsolicited feedback from across the digital ecosystem. Our AI, with over 90% accuracy, surfaces deep insights into how customers feel about your products and services, right down to the feature level.
Monitor Brand Health and Proactively Manage Crises
Protect your most valuable asset: your brand reputation. Our service provides always-on monitoring of brand mentions, sentiment, and share of voice. AI automatically detects anomalies—like a sudden spike in negative conversation—that signal an emerging crisis, sending real-time alerts to your team so you can respond 70% faster and mitigate risk.
Gain a 360-Degree View of Your Competition
Win in the market by deeply understanding your competition. We enable direct, like-for-like comparisons against your rivals on key metrics. Our AI automatically analyzes and categorizes competitor content, revealing their messaging strategies and helping you identify gaps in the market to build a sustainable advantage.
Democratize Insights Across Your Organization
Make data-driven decision-making a reality for everyone. We deliver intelligence through intuitive, customizable dashboards and automated newsletters. With tools like the Insights Copilot, any user can ask natural language questions of the data and get instant, summarized answers, putting the power of research in everyone's hands.
Explore Consumer & Market Intelligence Capabilities
Social Listening
Hear the real-time voice of your customers by monitoring conversations across 30+ social and digital channels, then use AI to surface actionable insights.
Competitive Benchmarking
Analyze the performance of posts, audience engagement, and content themes against your competitors to identify strategic opportunities.
Product Insights
Leverage AI to gather actionable data from reviews and social channels on how customers feel about your products at the SKU- or brand-level.
Visual Insights
Go beyond text by using AI to detect your brand logos and products within images and videos, revealing how consumers interact with your brand visually.
Crisis Management
Detect threats to your brand reputation in their earliest stages with AI-powered anomaly detection and get real-time alerts routed to the right teams for a swift response.
Media Monitoring & Analytics
Gain a comprehensive measure of your earned media and connect stories across social and news channels with our proprietary AI engine.
Location Insights
Understand customer feedback on in-store performance, manage your online reputation for specific locations, and proactively resolve issues.
Reporting & Analytics
Create rich data visualizations and share insights quickly through customizable dashboards, scheduled exports, and automated newsletters.
Frequently Asked Questions
What data sources do you monitor?
We provide industry-best coverage, integrating data from over 30 social and digital channels, 400,000+ media sources, and over 1 billion websites, blogs, and review sites. This is combined with your own data for a complete 360-degree view.
How does the AI detect a potential crisis?
Our AI is trained on billions of historical messages to understand your brand’s normal conversation patterns. It continuously monitors for anomalies, such as a sudden, statistically significant spike in message volume or negative sentiment, and automatically triggers an alert when a potential threat is detected.
How is this different from standard social listening tools?
While standard tools focus on tracking keywords, our platform is an enterprise-grade intelligence engine. It unifies a much broader range of data sources, uses more sophisticated and accurate vertical-specific AI, and integrates crisis management and competitive benchmarking into a single, unified solution designed to drive strategic business decisions.
How accurate is the AI for sentiment and trend analysis?
The platform’s AI achieves an industry-best accuracy of over 90%. This is because it uses verticalized AI models that are customized for specific industries, along with the ability to make business-specific customizations, ensuring the insights are highly relevant and precise.
What are "Visual Insights"?
Visual Insights is an AI-powered capability that goes beyond text analysis. It can detect your brand’s logos and products within images and videos, even when your brand is not mentioned in the accompanying text. This reveals how consumers are visually interacting with your brand in the real world.
Can we get insights specific to our products or physical locations?
Yes. The platform includes specialized Product Insights to capture customer feedback on products down to the SKU level, and Location Insights to understand customer feedback on in-store performance and manage the online reputation for specific physical locations.
How are insights delivered to non-technical users?
Insights are made accessible through several user-friendly methods, including fully customizable dashboards, automated reports and newsletters delivered via email, and the Insights Copilot. The Copilot is an AI chatbot that allows any user to ask natural language questions and receive instant, summarized answers with traceable sources.
Can we benchmark our brand's performance against competitors?
Yes. The platform provides powerful competitive intelligence tools that allow you to perform direct, like-for-like comparisons against your rivals on key metrics such as share of voice, public sentiment, and PR KPIs. This helps you identify market gaps and strategic opportunities.
