Given the speed of social, customers today expect an immediate response from brands – and you cannot afford to ignore that expectation. Gain a competitive advantage by incorporating real-time social analytics into your customer experience (CX) strategy to elevate your brand experience, content strategy, and crisis response.
MONITOR ALL ASPECTS OF CUSTOMER ENGAGEMENTCustomers are talking right now about your brand, campaigns, and products. Real-time displays and customizable dashboards give you an informative snapshot of your brand at any given moment in time. Isn’t it time you looked?
- Monitor brand health and identify potential at-risk moments
- Measure campaign performance and customer engagement
- Understand the impact of influencers and detractors on brand conversations and sentiment
- Track the popularity user generated content, and geographic momentum
- Integrate social data with operational KPI’s in your enterprise BI platform
GET REAL-TIME ALERTS TO CHANGESCustomer opinions and behaviors can change in an instant and you need to respond with the same speed. Real-time alerts notify you to sudden changes in conversation volume and brand sentiment so you can react quickly and decisively.
- Identify emerging issues before they impact brand reputation and customer sentiment
- Measure event severity and magnitude in your customers
- Identify unapproved or inappropriate brand images before they go viral
- Determine how (and whether) to respond
ENSURE FULL VISIBILITYBrands are faced with millions of consumer conversations every day. But wasting time to sift through the noise and find relevant insights is not an option. NetBase takes you to the right answer quickly, without the need for complex Boolean queries, manual data cleansing, and painstaking analysis.
- Instantly get to the root causes of customer complaints
- Take the right action during crisis situations
- See the big picture and drill down into the details to support your decisions
ENGAGE AND RESPOND QUICKLYWith customers engaging with brands on social media more frequently, responding to feedback on social continues to challenge businesses of all sizes. Integrate real-time social analytics with your enterprise engagement and publishing platform to reach out directly to customers with an informed response. This assures them they’ve been heard and can de-escalate issues that may otherwise blow up.
- Respond to your customers on social immediately
- Build trust with a contextual understanding of their issues
- Lower response times and improve the customer experience