Social Media Platform Solution
Social Media is increasingly becoming the preferred medium of communication in the hyper-connected world today. Being active on social media and responding to queries and complaints are critical to building relationships with the online community. Strategically using these networks, by analyzing customer opinion trends, is crucial to social media success.
- Scale: Unique visitors to social networking sites have grown from 0.4 billion in 2007 to 1.2 billion in 2011.
- Commercial relevance: Large number of customers interacts on social media to share opinions and reviews and engage with brands to make purchase decisions.
- Risk of ignorance: Social media crises have increased 10 times in the past six years, primarily due to avoidable reasons such as poor relationship management and failure to respond to collective/individual feedback from customers.
Currently, there are hundreds of tools in the market to monitor social media. However, third party research suggests that there is a great amount of dissatisfaction over the use of leading social media tools because of their poor and non-actionable analytics, lack of end-to-end focus on the entire value chain and inability to scale up with customers due to the small scale of vendors.
Enterprises today want a comprehensive end-to-end solution for social media management, starting from actionable analytics to engagement and other features such as campaign management, lead generation, idea evaluation and crisis management. Enterprises want a 360 degree view of their consumers and also to follow ongoing discussions which may negatively impact the brand equity.