Table 3.

Topic modeling result: Service/support.

Topic #	Topic representation	Topic
1	customer, chat, customer support, service, platform, feature, message, easy use, customer service, client	Customer-centric marketing
2	live chat, chat, real time, livechat, chatbot, time chat, chat support, customer support, easy use, user experience	Real-time service/support
3	seamless mobile, mobile, omnichannel, mobile omnichannel, omnichannel app, chat, client, application, engagement, app version	Omnichannel service/support
4	customer, data, lot feature, service, feature, easy use, communicate customer, customer support, tool, potential customer	Data-driven decision making
5	use, easy use, interface easy, ux, design, looking user, auto reply, feedback, ui	User-friendly interface, Task automation
6	tracking, ticket tracking, ticket system, feature, track, easy use, reporting, track ticket, campaign drive, tool	Ticket tracking