Social media analytics is a powerful solution that delivers valuable data to a variety of industries. When put into action, social data becomes an unstoppable force for guiding brand and business decision-making – especially when combined with other business tools. That’s what makes our new partnership with Spredfast a perfect fit for enterprises that want an end-to-end social solution.
“We are pleased to partner with Spredfast to bring our joint customers best-of-breed coverage from social analytics to publishing and engagement enabling powerful business decision-making.” – Peter Caswell, CEO NetBase
Social Analytics + Spredfast
“Spredfast is on a mission to connect every business in the world with people they care about the most. To stay true to our mission, we’re building the strongest ecosystem of partners that deliver a holistic view of the customer journey. NetBase’s proven track record of surfacing deep, reliable consumer insights to brands and agencies furthers our ability to continue delivering best-in-class solutions customized for every enterprise.” – Rod Favaron, CEO Spredfast”
With the NetBase + Spredfast integration we’ve become part of that ecosystem. Customers using Spredfast for social media management – i.e., sourcing content, motivating influencers, and managing campaigns – can now do so using NetBase’s industry-recognized social media analytic solutions.
This provides a streamlined, end-to-end solution for analyzing real-time social data for audience opinion, sentiment, and behavior, and applying this data across Spredfast’s social media management suite. This more precise approach to social engagement results in stronger brand health, built on powerful consumer insights.
Social Analytics + Customer Care
Social Media Today reports, fewer than 3% of customers directly @ mention brands on Twitter, instead, referring to the brand “company” instead of “@company.” Because of this, many brands may not be aware of consumer complaints happening on social media – even if they have a system set up for social customer service – because they aren’t specifically directed to the brand.
This is when deeper social media analytics is crucial. To spot such complaints buried in social media posts, social analytic solutions must be able to accurately pinpoint keywords within an emotional context. This includes sentiment, other social languages like emojis, location and even images – enabling joint customers to find the highest priority care issues and route them to the dedicated care team to handle higher volume of engagements and turn detractors into promoters.
If you can’t smooth over customer concerns immediately, you can end up in serious trouble. So you’ve got to know when the conversation is skewing negative.
Social Analytics + Crisis Management
According to VentureBeat, “there are 2.1 million negative social mentions about brands in the U.S. alone… every single day.” Seeing and responding to them immediately is the best way to guard your brand reputation from disaster – which can come quickly when negativity on social is left unchecked.
Viral PR disasters don’t start at the viral level – they snowball out of a single tweet or post, amplified over and over by anyone who agrees, has had a similar experience, or trusts the user sharing the information.
Controlling the spread of misinformation early is the best way to keep a crisis from escalating. Now customers can use the power of NetBase Social Analytics to get an instant alert, see the context around the conversation and seamlessly engage with customers – being proactive in controlling the chaos with the appropriate messaging that resonates with consumers.
We’re excited to join with Spredfast and offer our customers the option to enhance the way they put NetBase’s social data into action. We look forward to a long relationship with Spredfast and continuing to power social solutions for enterprises and more.
Want to know more about the new NetBase + Spredfast integration? Reach out!
Image from Social Media Today