Why is social media feedback management important?
Customers around the world are constantly telling each other what they love about your brand, what they hate about it, when they enjoyed their service experience, and when they didn’t. Social media feedback management allows you to tap into this enormous pool of authentic comments, reviews, and complaints to discover candid, unfiltered insights about your customers and your company.
How do you capture and respond to random social media comments?
Hiring an army of people to manually read, understand, and organise a growing flood of social media comments is neither practical nor cost effective. Fortunately, a powerful and sophisticated new class of text analytics technology makes it possible to identify, collect, and extract important information from free-form verbatim customer comments on any online or social media source. Then, you can apply powerful predictive analytic techniques to identify key issues.