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REAL-TIME CRISIS MANAGEMENT: IMPROVE RESPONSE TIME

IMPROVE YOUR CRISIS RESPONSE TIME

When brand reputation is on the line, every second counts – yet, on average, it takes 21 HOURS before companies issue meaningful external communications to defend themselves. This is a delay businesses simply can’t afford. Customer Experience analytics significantly improves response time, provides early warning, and offers context necessary to address emerging crises with all the essential insight at your fingertips.

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BE THE FIRST TO KNOW ABOUT THE CRISIS

Alerts to sudden changes in brand mention or sentiment through social media analytics ensures that you catch potentially damaging issues before they go viral. These alerts allow you to escalate issues based on data analysis and the intensity or conversation volume well before they gain momentum and become a problem.

IDENTIFY THE ROOT CAUSE OF THE CRISIS

Analyze data across all sources of customer experience feedback – surveys, social media, digital, and customer care to identify the root cause of events. Know where a crisis began, what activities triggered the event, and who is amplifying the news. The results are often surprising.

DETERMINE THE BEST COURSE OF ACTION TO SOLVE THE CRISIS

Product deficiencies, operations problems, and regulatory issues affect the public perception of your brand, and each requires a different course of action. Understand the context around an issue whether on social media, through NPS surveys or customer service calls to determine whether intervention is required – and to route the concern to the appropriate team in your organization.

ENSURE THE MOST EFFICIENT PROCESS IS USED IN RESPONDING TO THE CRISIS

Don’t get bottlenecked due to a lack of process. Get the right customer experience data in the hands of key decision makers to facilitate an efficient and timely response. And seamlessly integrate with engagement and publishing solutions to transition from problem identification to response in less time than you ever imagined possible.