CX DICTIONARY

What is Social Engagement?

Social Engagement is the process of communicating (engaging) in an online community

The conversation can take place on individual social media platforms such as Twitter, Facebook and LinkedIn, or in blogs, forums and third-party review sites. A strong social engagement strategy allows businesses to remain in constant contact with their customers by advancing brand interests and responding to feedback in a seamless cycle.

Why is Social Engagement important?

When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more money with the company.* Conversations regarding your organization, your industry and your interests are constantly occurring online, whether or not you choose to participate. Only once you join a conversation can you have an effect on its direction and its outcome. The use of social engagement tools, along with a sound strategy and strong messaging, allow you to interact with your audience and shape the conversation surrounding your brand or product.

Social media is fast becoming the dominant method for communication across the world, creating both a need for active response and an opportunity for brand sentiment improvement. An effective social engagement strategy is driven by social listening and analysis, which can be conducted through a social analytics tool, like Clarabridge Engage.

*Bain & Company

How Does Clarabridge Power Social Engagement

Clarabridge enables companies to listen to and analyze all social data sources, and engage with customers in a systematic, strategic way. With the Clarabridge Engage platform, businesses can detect trending topics and themes and prioritize social conversations for follow-up. For large brands that receive thousands of Tweets and Facebook comments per day, Clarabridge Engage ensures that the most critical comments are responded to first, the irrelevant (or spam) comments are filtered out and no customer is ignored.

Related Resources

Enable Agents to Understand their Impact on Social Engagement

Setting up agent level dashboards is a quick and easy way to show your team the impact of the work they do each day in engaging visitors to your brands’ social properties. Personal dashboards can give Engagement Agents insights into their impact on the user experience. Discover how arming your team with this information can enhance their awareness of the value of their work.

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