Most social media analytics solutions are simply listening platforms, but that’s not enough. SAS bring context to the conversations your customers are having by better aligning what you listen for with the lens through which you view your business.
From Transient Conversations to Information Asset.
Transient social media content can be a valuable information asset if you continuously monitor, capture and integrate online and social conversation data. Identify important topics and content categories, and determine their relevance to customers in the context of their online communities. Pull together a variety of pertinent online data across CRM systems, traditional news sites and social media forums to allow for deeper, more holistic insights into what is being said about your products and services. And keep the data long enough to spot trends and change analysis over time. By keeping a repository of conversations in an analysis-ready state, you can analyze customer feedback as frequently and as deeply as you need to.
Fan or Foe? You Have the Power to Know.
Go beyond understanding the frequency of words or phrases used by applying text analytics to get to the heart of how people really feel about your products and services across multiple channels. Then use data mining to link insights to their impact on your bottom line, now and in the future.
By connecting conversations to products, you can tailor topics to your biggest business issues by interpreting conversation data to address specific decisions across market strategy, media planning, interactive/Web marketing, public relations and customer care.
Access to Insight, Insight to Action.
A media intelligence portal gives easy access to insights gained from social medial analysis. Prepackaged modules address the most frequently encountered issues – e.g., brand and market tracking, reputation and threat tracking, online media analysis and customer feedback. Decision makers can avert escalating issues, mitigate critics, classify market feedback across multiple dimensions and quickly identify opportunities to engage with brand advocates. You can answer questions about consumer needs, strategic market opportunities, emerging threats, media allocation and online engagement, as well as keep executives informed using concise indicators via the Web, mobile or email.
Total Transparency Lets Analysts Dig Deeper.
If your analysts don’t have open access to the systems that determine sentiment, they can’t possibly ensure data quality or result accuracy. And if you don’t know how trustworthy your information is, what’s the point? A workbench specifically designed for analysts lets them interact directly with all data analyzed – both structured (professional reviews) and unstructured (conversations) – which is critical to understanding the context behind trends. Analysts can review how source documents are scored – and override sentiment in cases where slang or colloquialisms are not adequately captured.
Real-Time Intelligence for Real-Time Interaction.
Resolve customer service concerns faster by drawing on case histories, sentiment and influence scores so you can interact more effectively in real time. Listen to and monitor conversations about your products and services on social media and online channels – from Twitter to customer transcripts residing on internal CRM systems. You can adjust the sentiment applied to underlying source documents and associated rules, and take action on the insights gained using integrated routing and workflow features. Powerful analytics quickly eliminate noise so you can focus on the customers, segments and offers that will generate the most profitable growth opportunities.