Building followers and engaging in online conversations with customers and prospects has largely been the province of the PR or a sub-segment of marketing communications. But, just as companies leverage other, more traditional touchpoints like contact centers and feedback forms, social media analysis represents a great opportunity for the enterprise. Customer feedback abounds on sites such as Twitter and Facebook, but it takes more than merely monitoring the conversation to be able to leverage these social sources.
Key Benefits
Integrating feedback from social media sites fully rounds out the 360-degree view of your customer. Clarabridge Social Media Analysis utilizes sentiment and text analytics to support the particular demands that enterprises face when evolving from just monnitoring social media to fully integrating this content into their Customer Experience Management process:
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View the trends of activity across the different social media tools and against competitive brands to provide a holistic view to interested business users.
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Understand the drivers behind peaks in conversations around either planned or unplanned events in order for customer service to respond more proactively.
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Analyze the demographics of active users and voices and identify key influencers in order to enable direct communication.
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Harness sentiment analytics to quantify positive/negative responses to marketing communications, product launches or service level changes.
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Receive and deliver feedback automatically to product groups, customer care organizations or management in the exact words used by the customers.