Sep 24, 2014 Aathira Nair
Armed with a smart phone, every customer is a source of praise or rant. And more often than not, it is the latter which you need to be looking out for. But if intercepted at the correct juncture, a rant can also be sufficiently mellowed in impact. Microsoft Social Listening offers a powerful analytics tool for social media interactions arising from customers and helps to analyze brand, campaigns and competition at a larger scale.
Microsoft Social Listening has the capability to track sentiments. It does this by identifying phrases and associated words, helping the user to quickly get to the rants and solve issues, hence building trust and a true relationship.
Let us take a case of a retail bank which turned to Social Listening integrated with Microsoft Dynamics CRM 2013. They built a multi-stakeholder social CRM process engaging online communities, management and customer care.
Aim: To help reach the younger generation of customers who are always online and who made decisions online.
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