Monitor, Analyze, and Respond to Social Media
"The explosion of social media conversations creates a tremendous
opportunity for companies to gain insight. Traditionally, these
conversations have been captured in CRM systems, emails, and support
records. But now people want to use social media to share and discuss
issues, complaints and questions. On Twitter alone, 20% of tweets are
about products and services. In the emerging Social Economy,organizations that listen to online conversations and engage with
customers will enjoy a competitive advantage." - Bob Thompson, founder
and editor-in-chief of CustomerThink.
Attensity Cloud is designed to allow organizations to monitor, analyze and respond to social media together with internal customer conversations in email, surveys, and CRM systems. Powered by Radian6, the leading social media monitoring platform for marketing, communications and customer support professionals, Attensity Cloud enables real-time active monitoring of social media to identify trends, influencers and sentiment, providing valuable assistance in crisis detection and management, outreach measurement, and more.
Attensity Cloud enables people to determine which conversations are relevant and active, engage in dialogue with the community, and understand which sites and people are the most influential for their organization. The results can provide a foundation for crafting strategic decisions, and to measure and analyze the impact of various social media initiatives.
Attensity Cloud provides an easy-to-deploy listening and engagement application for monitoring, analyzing, and responding to a wide variety of social media. It allows marketing and support personnel to keep tabs on real-time conversations regarding their products, services and brands in blogs, Web forums, wikis, microblogging services including Twitter and Facebook®, and consumer forums such as Epinions.com™, and more. In addition to enabling enterprises to listen to customer feedback, Attensity Cloud also helps government agencies hear the voice of the citizen.
“Radian6's social media monitoring capabilities, combined with Attensity's semantic analysis of customer data, provides enterprises and government organizations with an even deeper ability to track the buzz in social media and to get true insights into customer and citizen sentiment and issues. We are excited to team with Attensity and enable their customers to get more depth out of these online conversations.” - Marcel LeBrun, chief executive officer of Radian6
A Multi-Part Solution
By combining Attensity Cloud with Attensity’s flagship Voice of the Customer (VoC) application, organizations can take advantage of Attensity’s deep text analysis capabilities to analyze not only social media information, but also structured and unstructured information from internal sources, including email, Customer Relationship Management (CRM) databases and surveys for a 360-degree view of customer issues, opinions, ideas and requirements. Attensity VoC automatically identifies facts, opinions, requests, trends, and trouble spots from unstructured text and transforms the information into structured, actionable First Person Intelligence™. The solutions glean insight into customer satisfaction, sentiment, loyalty and product issues and enable companies to respond appropriately.
When coupled with Attensity Response Management, Attensity Cloud helps companies listen and respond to both social media and customer communications more effectively from one interface — whether those communications are direct, via email channels, or indirect, via forum posts or tweets. Attensity Response Management handles all customer messages including emails, text messages, customer forum posts and tweets, and categorizes them with advanced pattern recognition technology, allowing them to be tracked. The application then auto-responds or places these messages into a queue for servicing by the social media or customer service team, enabling organizations to take control and track what is often an ad-hoc operation today.
With the Attensity solution, organizations can compare “Top Issues” in social media with “Top Issues” in direct communications, to address customers’ greatest needs. Users can drill down into details around sentiment and root cause and identify the reasons why customers will or will not buy again.
Go Beyond Keyword Analysis
By combining Attensity’s deep semantic analysis, including Exhaustive Extraction™, with the Attensity Cloud solution, organizations can extend keyword analysis to actionable insights on issues found in social media:
Finds “intent to buy” information
For example, “If only the cup holders were bigger, I would buy it.” The solution recognizes the connotations of the sentence and provides organizations with information of a customer’s intentions.
Provides early warning of issues
The solution can recognize a large number of people tweeting and emailing about cup holders and then understand what the issues are. For example, are the cup holders breaking? Are they too small? Do customers want more cup holders? The solution can find these answers within online customer conversations, and enable controlled response to cries for help from a company’s customer service or social media team.
Enables deep sentiment analysis
The solution can recognize the subtle differences in language. For example, “I am happy” or “I am not happy” and “I am very unhappy” or “I would be happy if…” It can also rate sentiment on a clause-by-clause basis. For example, “I loved the seats, but hated the cup holders.”