Web Social Media | 4Service Group

Web Social Media

The monitoring of opinions/moods on social media

Web Social Media (WSM) is the monitoring of brands mentioned on social networks, blogs, forums, feedback sites, online media and the in-depth analysis of opinions and feelings towards given keywords and contextual content.

Tasks:

  • The study of the Internet activities of social media users
  • Determining the causes of negativity, calculating the amount of users with negative feedback and the power of influencing on the reputation and image of the company
  • Promptly responding to any negative feedback
  • Identifying information topics, their sources and audience coverage
  • Correcting tactical actions within the framework of the company’s PR strategy
  • Managing customer experience Getting business insights.
  • Determining any communication or product deficiencies from customer feedback and adjusting accordingly on the Customer Journey Map
  • Comparing the company’s activities with those of its competitors and adjusting its own advantages on the market.

Mechanics:

  • Selection of keywords – selecting which mentions/words will be monitored.
  • Collection of mentions by keywords.
  • Data analysis: analytical reports with recommendations on how to improve company performance.

WHY CHOOSE 4SERVICE

  1. We analyze and manage your company’s online reputation with the help of competent feedback responses. We monitor any changes in the field and adjust accordingly based on the client’s needs and give a primary analysis of the image collated.
  2. We offer a comparison with the competition on the market as well as a comparison of the company’s reputation with its competitors.  This process is carried out in three stages:
  • The tagging and evaluation of customer emotions towards a company
  • Content analysis, the evaluation of coverage, the assessment of the strength of customer emotions, which indicates the degree of influence on customers
  • Image management, delving deeper into market trends and the image of the company in its own sector.
  1. We use a “live” dictionary. This dictionary contains thousands of words and phrases that have been obtained during practical research. Our dictionary is constantly updated with new words. With this dictionary, you will always be able to find the right review for any product.
  2. Automatic analysis. We use special software to segment flows and create a semantic kernel.
  3. We operate big data manually. We believe an electronic machine is unable to correctly define an emotional background and to separate adjectives. Only a human brain is able to catch such nuances. Therefore, the manual manipulation of data is an obligatory aspect of our monitoring.

The number of brand mentions on social media can reach up to one thousand per day. This feedback requires prompt processing but it is only necessary to respond to a trend or threat, not every statement.

IN ORDER TO ACHIEVE THE MAXIMUM EFFICIENCY, WE ALSO CARRY OUT:

SMM audit

32%

of Ukrainians buy jewelry once a year

Survey

37%

of respondents are annoyed by Viber/WhatsApp messaging

Research

-4.3

on insurance companies’ industry

NPS

30%

of Europeans are satisfied with the speed of service they receive

Brand Health

29%

of respondents are surpassed with the expectation of non-standard consultation in clothing stores

Poll

92.4%

of customer conversations are about their experience with people

Web Social Media

+30%

increase in the quality of customer service received during public holidays

Mystery Shopping

63%

of customers expect companies to offer customer support via social networks

CAWI

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