Why is Social Media Audit a Necessary Service for Upgrading Customer Experience?

Shubham Saxena — Sat, 15 Dec 2018 11:02:11 +0000

Social media channels have always been a great source of communication, entertainment and job opportunities in addition these platforms have a huge potential to be harnessed as online marketing and customer support for organizations and brands. Customers find these online channels as an easy and accessible way to showcase their views about any brand, product or service they come across. At one moment customers are in the store and the other moment there is a review, feedback or complaint on any of the channels. It is important to communicate with the customers putting in comments or reviews in a prompt and professional manner. This makes the customers feel important and valued.

Social Media Audit Keeps an Eye
Regular social media audit service keeps any process up to date, valid and help the brands to have a deep customer journey analysis. A service that helps to keep a check on the TAT, tone and relevance of the response given by any customer service agent to the specific queries of the customers on social media. The root cause analysis helps in finding out the issues that lead to improvisation in the response finally enhancing customer experience.

As these platforms are public, hence, the comments and responses can be viewed by anyone. Social media audit ensures those responses are valid, subtle and to the point, providing an opportunity to determine which type of responses are successfully retaining or convincing the customers and which are making them detractors. It gives an honest glimpse of customer’s interaction with the organization and assesses current social media importance for the brands.

Getting Feedback
The social media content is public, hence a proper check on it from experts provides a way to improve it or find out the gaps that are affecting the performance. This also avoids the situation wherein you are getting leads but losing them.

Generating Leads
Social media audit is also beneficial in generating leads. How? Experts who audit the social media accounts besides recommending the way of responses also go through tactics that can help any brand or organization to manage their content, increase engagement through various ways like promotional ads etc. and generate leads.

Benchmarking
Comparing and benchmarking performance against the competitors to know what strategies are they using to enhance their social media presence is always a good idea. Social media audit includes a complete check on the competitors work and unwinds the areas of opportunities to delight the customers.

Learn the Best Practices:
A foolproof customer journey analysis through their social media comments is possible only when an expert or someone who works on social media daily works on it. As social media tactics are dynamic and change every now and then hence seeking help of professionals is needed to understand how to handle customers on these platforms.

Enhancing Customer Experience
Happy customers are the best brand ambassadors and this happiness can be assured by attending to their queries on time. Social media audits conducted by third parties are unbiased and provide with exact recommendations that can be implemented instantly. Once the customers get a valid and prompt response, they are satisfied; stay connected with the brand and is more likely to spread the word about the brand among their social circle.

If the organization is not capable of doing such audits on its own then it hires a third part consultant to do so. But in the race of doing the best there are chanced that they do not choose the apt partner. Well experienced consultants already working with esteemed organizations give that assurance that their audit will bring out effective outcomes and this is what is required in this competitive and customer centric era.

Customer Sentiment Analysis-Bringing Value to Business

Shubham Saxena — Mon, 26 Nov 2018 09:35:00 +0000

Sentiment Analysis one of the most talked about in CX arena and has become an important element to analyze customer experience. It provides in-depth understanding of the opinions and emotions of the customers from any written text or speech with the help of automated solutions and tools. In this era of data abundance and information overload analyzing almost accurate sentiments from the scattered data is next to impossible if done manually, therefore comes the need of full-fledged algorithms and tools based on them, that are capable enough to not only bring out the exact sentiments and score but also clean the unstructured data and make a sense out of it.

Data abundance and its usage
Data is the gold mine, if worked on properly can give value beyond comprehension. Measuring end user sentiments is the need of every brand. Social media comments, reviews, live chats, survey forms, VOC and many other written customer queries are the source to understand what the customers feel about the brand or the service/product. Among all these platforms, social media today has emerged as the major source of customer’s voice and views. Customers turn to social media to share their experiences, give and take reviews. All the comments are present in abundance on different platforms in unstructured formats which calls for data analysis to generate sentiment scores, categorization into positive, negative or neutral.

Sentiment Analysis bringing value to business
Customer sentiment analysis helps in optimizing and planning your go to market strategy. The collected customer voice when analyzed gives a proactive way to plan future strategies according to customers’ perception.

Value proposition of Sentiment analysis solutions

They Quantify the emotions to have detailed view of the customer perception
Time is the key to success, identifying the sentiments at the initial stage and planning accordingly helps a brand go long way. This is where Sentiment Analysis tools helps individuals to provide quick insights.
Become a way to simplify and amplify the analysis process and correct the business plans of any brand to bring in the right customer experience.

DEV Community: Shubham Saxena

Why is Social Media Audit a Necessary Service for Upgrading Customer Experience?

Customer Sentiment Analysis-Bringing Value to Business