Extend your Voice of the Customer (VOC) program with Social Media

Social media provides an expansive platform for customers to talk about your business and your industry. The sheer volume of information now available through blogs, social networking sites and forums is at once exciting and overwhelming for organizations that take customer feedback seriously. To leverage the power of social media within your voice of the customer (VOC) program, you need a solution that enables you to listen, analyze and act upon social media feedback side by side with survey results for a complete picture of customer sentiment.

With MarketTools CustomerSat Social Media Manager, you gain access to the most powerful social media monitoring, analysis and engagement capabilities available through any enterprise feedback management (EFM) solution; enabling you to:

• Extend your voice of the customer (VOC) program
• Engage with your customers to improve customer loyalty
• Rescue at-risk customer relationships
• Identify new sales opportunities
• Reduce the volume of costly contact center interactions
• Manage brand perceptions and Word of Mouth
• Gather product feedback

Listen to customer feedback across a broader range of channels
 

Monitor social media content in 10 languages from hundreds of millions of individuals. Determine where to focus your follow-up efforts with advanced search algorithms that cut through the noise and deliver the social media posts with the highest relevance.   Extend the reach of your VOC program with the most robust array of social media channels:

• 150M blogs
• 25K forums and review sites
• 25K news sites
• 50M tweets per day
• 450 video sites
• 10 different languages

Analyze social media data side by side with survey results
 

Bring social media data together with survey data so you can gain insights by comparing data across feedback channels. Compare social media sentiment metrics with satisfaction and loyalty scores from surveys for deeper insight into the drivers of customer loyalty, as well as:

• Identify key issues, trends, and influencers
• Measure volume, sentiment, and share of voice vs. your competition
• Compare sentiment in social media against survey satisfaction metrics
• Compare topics across customer survey verbatim comments and social media sources
• Track your marketing buzz so you can assess the impact of your campaigns

Take Action to Save At-Risk Customers and Lead the Conversation
 

Proactively address service requests, engage with customers, track the competition, and find new business opportunities faster and more easily than ever before. You’ll be the first to know what is being said about your company, empowering you to be the first to take action.

• Email alerts notify you of the most relevant posts, with direct links to view them in context and respond
• Workflow tools make it easy to assign posts to team members for follow up and track the actions taken
• At-a-glance metrics help you gauge the social media audience reached by an individual post
• Tags identify new posts from the same individual
• Activity summary reports provide immediate visibility into team member responses to ensure appropriate follow-up for key conversations

Extend and Enhance Your VOC Program
 

Social Media Manager is available as an optional capability within MarketTools CustomerSat. To help you get started on a fast track for success, our Enterprise Feedback Management consultants offer setup assistance, training, and best practices advice to optimize your social media strategy. Our experienced EFM professionals can also help you compare insights across solicited and unsolicited feedback, so you can improve your ability to attract and retain loyal customers, and get the most from your voice of the customer program investment.