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The value of social analytics

Can you keep track of the conversations about your brand on social media? If there's a problem, can you respond before it goes viral? Can you spot a potential sale opportunity and close the deal?

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Social Analytics provide the ability to listen near real-time to conversations in voice, chat, and social media and mine for key words/contextual meaning to enable targeted engagement with customers and influencers. It allows organizations to identify conversations for intervention and route to the appropriate stakeholders to address. This helps increase customer satisfaction and retention.

 

Social Analytics also provide the ability to create a single customer view from all the data the enterprise has about the customer, including linking individuals in social media channels to the corporate database. This makes it possible for any customer support agent to have enough information to solve a customer's problem quickly, which increases customer satisfaction and retention. Sharing this information with sales may also help to identify more sales opportunities and increase revenue.

 

Last week, we announced HP Customer Engagement Management-Social which includes Social Enterprise Analytics, based on technology from Autonomy.

 

Learn more about how this service can help you track conversations about your brand on social media and react in a timely manner to increase customer satisfaction -- and revenue.

 

Related links

By:  Kavitha Thankaswamy, Marketing Manager, Hewlett Packard Company

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