About LG Electronics

LG Electronics, a Fortune 500 company, is a global leader in major appliances and consumer electronics, particularly in home appliances and OLED technology. Known for its customer-focused approach, the company continually pursues innovative product development and effective marketing campaigns. To stay aligned with consumer needs, LG Electronics has closely monitored social media feedback, analyzing reviews of both its own products and those of competitors. This valuable insight has enabled the company to identify key customer priorities, which will inform product improvements and help shape marketing strategies for the upcoming year.

Challenges

With vast amounts of social media data spanning platforms like Facebook, Instagram, YouTube, X, and Reddit, LG Electronics is focused on effectively categorizing and prioritizing insights to improve product development and marketing strategies. However, gathering and analyzing this data presents several challenges. To overcome them, LG Electronics is turning to advanced data analysis techniques, with Syncly’s Insight AI playing a key role. Syncly helps identify emerging trends and customer feedback more efficiently, enabling quicker, more accurate decision-making.

Three Key Challenges LG Electronics Faces:

1. High Volume of Noise Data

Existing platforms rely on simple keyword queries to gather data, which leads to two main problems. First, manually entering a wide range of keywords to capture all relevant content is a time-consuming process. For example, when collecting social mentions for OLED TVs, common keywords like "TV" and "OLED" are used, but this method misses mentions of specific models or more subtle references. Hashtags, YouTube channels, or subreddits may imply keywords without explicitly stating them, adding further complexity. Analyzing competitors' tech keywords is another challenge, requiring time-consuming reviews of competitors' mentions to build accurate queries.

The second issue is noise data. When queries are too broad, much of the gathered data becomes irrelevant. In some cases, less than 10% of millions of data points are meaningful, with the remaining 90% weakening the overall analysis. Including product names or sub-brands with generic or friendly imagery (like Samsung’s "Bespoke") can lead to irrelevant content being collected, which complicates the analysis even more.

2. Lack of Granularity in Analysis

Traditional platforms focus on high-level insights, making it difficult to derive actionable, detailed information. For instance, while "picture quality" may be frequently mentioned, determining whether the sentiment is positive or negative, and translating that into specific marketing or product insights, is challenging. The lack of depth limits the ability to pinpoint areas for improvement.

3. One-Dimensional Sentiment Analysis

Traditional sentiment analysis often fails to capture the full context, especially when posts contain mixed emotions. While platforms analyze sentiment at the sentence level, they struggle to understand the broader context, which can lead to inaccuracies. For example, a review that says, "It’s not as bright as {product name}" might seem negative, but since {product name} is an LG product, it isn’t necessarily a critique of LG as a whole. This inaccuracy complicates efforts to identify precise product improvements or refine marketing messages.

Syncly’s Insight AI offers refined tools to sift through massive amounts of data, allowing LG Electronics to extract clearer, actionable insights for product development and marketing. With enhanced data accuracy and deeper analysis, Syncly streamlines the process, ensuring only the most relevant information informs decision-making.

Solutions

Broad and Accurate Data Extraction

Syncly allows for seamless and precise data extraction from major social media platforms without the need for the meticulous keyword setup required by traditional methods. By simply specifying broader conditions, Syncly’s AI efficiently filters out noise, ensuring that only the relevant data is retained. Unlike the manual process of entering every possible keyword variation, Syncly's approach can capture content with similar meanings, even when specific keywords aren’t explicitly mentioned. This results in a 90% reduction in initial setup time compared to conventional methods. Additionally, where traditional setups often incur onboarding fees, Syncly offers a user-friendly interface, empowering users to complete the setup themselves, ultimately leading to cost savings. The AI-driven data analysis further enhances accuracy by easily filtering out unnecessary noise, enabling more precise and actionable insights.

High Granularity for Actionable Insights

With Syncly’s AI-driven analysis, extracting granular insights that were once difficult to obtain is now much easier. Syncly keeps the analysis focused, avoiding irrelevant areas. By allowing users to define broad topics, such as product quality or specific AI functions, the platform zeroes in on the most important issues, while AI automatically identifies and extracts detailed sub-issues. This ensures that the insights go beyond basic summaries, categorizing and grouping data in a way that allows for continuous deep dives, ultimately leading to actionable insights.

Aspect-Based Sentiment Analysis

Syncly employs aspect-based sentiment analysis, a technique that breaks down complex sentences into individual meaning units to analyze sentiment more accurately. This method improves sentiment analysis precision by identifying specific aspects of a product or service within a single sentence. For example, in a review where the sentiment might seem negative overall, Syncly can distinguish between a complaint about one feature and positive feedback about another. This approach satisfies customer demands for highly accurate sentiment analysis, ensuring that feedback is correctly categorized into areas of dissatisfaction or preference, thus meeting higher expectations for detailed customer insights.

Impact

With traditional social listening platforms, the process from structuring the analysis to deriving insights would take a couple of months just for initial keyword setup and preparation. However, with Syncly, the entire process, from setup and analysis to extracting actionable insights, is now completed within a week. This accelerated timeline has enabled LG Electronics to meet tight deadlines for marketing campaigns and product insights. As a result, the company is now expanding its data scope and involving more teams in the process, thanks to the efficiency and speed Syncly provides.