Optimising your social media channels to drive revenue
With 2.3 billion active social media users and 500 million Tweets sent each day – 6,000 Tweets every second - businesses have to take social media seriously in order to succeed.
There is a huge wealth of customer data contained within social media interactions, and our experts can help you to sort through this feedback to find genuine valuable insights.
60,000
➥ webchats handled per month for O2
95%
➥ of comments responded to in 2 hours for a major UK retail brand
We've created a suite of social insight reports, which capture and analyse the key topics and metrics of social media engagements, compared to your competitors. We can:
- analyse direct interactions between customer and brand in respect of customer service
- measure engagement efficiency, effectiveness and behaviour of both customer and brand
- provide topic and sentiment analysis overlaid against the customer journey.
Socia-Live
Socia-Live is a web application, developed by Capita, that provides businesses with real-time insight into how their brand is performing on social media against a host of customer service metrics, as well as how their performance compares to their closest competitors.
While other social media tools exist, Socia-Live is the only one built from the ground up with a focus on the customer services industry.
Socia-Live allows users to identify and utilise social media feedback, providing you with insight including sentiment trajectory, Twitter response times, customer journey analysis, and UK Customer Satisfaction Index integration.
