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ENTERPRISE SOCIAL INTELLIGENCE

SOCIAL MEDIA MONITORING AND ENGAGEMENT

Delight Your Customers Through
Social Channel Engagement
Customers Have High
Expectations About Social
Engagement
Social media has given customers a direct voice
to the companies with whom they do businesses.
They are reaching out not only to share their
experiences but also to air complaints or get help.
And these customers have high expectations about
receiving timely, meaningful responses. When their
expectations aren’t met, they are likely to broadcast
their dissatisfaction for everyone to see.

Quickly identify high-priority posts

Enterprises need a way to identify the posts
to which they need to respond, assign those
conversations to the right community managers
or service agents, and close the loop quickly
and efficiently.

The Most Comprehensive Solution for Social Media
Monitoring and Engagement
NetBase integrates with best-of-breed social engagement and social media management
system (SMMS) partners, including SAP Social Customer Engagement OnDemand, to give
global corporations a comprehensive solution for proactively monitoring conversations and
intelligently engaging with customers. The solution taps into NetBase’s accuracy in isolating
and understanding the relevant posts from across the social web to support:
	
	
	
	
	

Real-time classification for routing and assignment
Insights into influence and reach of potential issues
Efficient, team-based engagement
Full audit trails for traceability
Analytics for measuring service levels and ROI

Built on an Internet-scale, high-performance, flexible enterprise social intelligence platform,
the solution is fast to set up and easy to manage.

BENEFITS
	 INCREASE CUSTOMER
	SATISFACTION with
	 proactive engagement
	 SAVE time and money with
	 intelligent monitoring
	 AVOID crises by responding
	 quickly to the most important
	 issues and people
	 MEET COMPLIANCE
	REQUIREMENTS for
	 traceability of customer
	 interactions across channels

KEY FEATURES
	 Accurately monitor brand
	 mentions in real-time across
	 the social web, not just Twitter
	 Automatically classify posts
	 based on service categories
	 (inquiry, complaints) and
	 priority levels
	 Reduce costs by
	 automatically routing posts
	 to the right service agents
	 or community managers

Identify Inquiries, Understand Issues, and Engage
With Customers in Real-time

	 Respond consistently with
	 integrated social
	 knowledgebase and
	 team-based collaboration

See posts about your products or brand as they happen, without sifting through duplicate
or irrelevant posts. Assign conversations to the right person for follow-up and set response
priorities with confidence. Convert detractors into promoters and use your competitors’
detractors and promoters for competitive advantage.

	 Make it personal with
	 instant access to complete
	 social profile and
	 interaction history

Stay Ahead of Potential Problems

	 Keep track of interactions
	 with full audit trails
	 and analytics

Explore high-level analytics and issue themes to quickly separate the real problems from
isolated chatter. Keep track of your “social VIPs”—people with many followers and/or high
Klout scores—and give them the high-touch service they deserve, through the channel they’re
passionate about.

	 Measure team performance
	 and impact with built-in KPIs
SOCIAL MEDIA MONITORING AND ENGAGEMENT

The Secret Sauce: NetBase Enterprise Social Intelligence
Platform and NetBase Social Insight Composer
At the core of all our social media monitoring and insight solutions is the NetBase Enterprise Social
Intelligence Platform. This platform offers organizations a way to operationalize social media by
instantly capturing billions of social media conversations from millions of sites globally and making
those conversations available for immediate use enterprise-wide. End-users benefit from trusted,
transparent, and targeted insights delivered to them through easy-to-understand views.

WHAT’S DIFFERENT?
	 Immediate access to
	 real-time, global
	 conversations and at
	 least one year of history

The key components of the NetBase Enterprise Social Intelligence Platform are:
	
	
	
	

	 ConsumerBase, our social intelligence warehouse containing conversations from more
than 100 million global sources—cleansed, processed, normalized, and organized as
structured insights in a special index. It uniquely makes one year’s worth of normalized
data available to users on-demand on day one. Our Twitter Firehose option adds real-time
access to Twitter’s complete data stream—more than 270 million tweets per day on average.

	
	
	

	 A high-precision natural language processing (NLP) engine, combined with text analytics
and machine learning. This engine reads and categorizes each one of the posts captured
in ConsumerBase according to the opinions, emotions, and behaviors that customers
have expressed.

	
	

	 The NetBase Enterprise Social Intelligence APIs, which make NetBase-processed social
media posts, related insights, and summary statistics available for integration into enterprise
workflow processes and applications.

Designed to operate at Internet scale, the NetBase Enterprise Social Intelligence Platform
processes tens of thousands of sentences per minute, 24x7.
The NetBase Social Insight Composer enables power users and business analysts to quickly
define topics (using NetBase Insight Workbench features) and create, publish, and share
interactive dashboards from a vast set of widgets in the data visualization library. It includes an
easy, comprehensive way to “scrub” topics to filter out spam, disambiguate unrelated content,
and organize insights for business use. Each dashboard created by the composer is made up of
widgets that provide relevant views of social data for specific monitoring and analysis needs.

	
	
	
	
	
	
	

	 Accurate sentiment
analysis and targeted
customer insights
organized using a
high-precision NLP
engine, combined with
text analytics and
machine learning

	
	
	
	

	 Multilingual solution
with support for English,
Spanish, French, German,
Italian, Japanese,
and Portuguese

	
	
	
	
	

	 Easily extensible to
support a broad range
of business users across
the enterprise through
business templates and
state-of-the-art APIs

Use engagement consoles like SAP Customer
Engagement OnDemand to respond consistently

A B O U T N E T B A S E NetBase, the C2B Company, delivers the enterprise social
intelligence platform that global enterprises use to monitor, understand, and engage with
customers in real time. Using a high-precision natural language processing (NLP) engine
combined with text analytics and machine learning, our platform processes billions of
social media posts to extract structured insights delivered via customizable dashboards.
Our solutions enable marketing, public relations, market research, customer service, sales,
and product innovation leaders to craft winning strategies faster. Clients include CocaCola, Kraft, HP GfK and J. D. Power & Associates. NetBase powers the weekly Sentiment
Tracker in the Wall Street Journal and our solutions are sold globally by SAP AG

© May 2012 NetBase Solutions, Inc.

NetBase Solutions, Inc.
2087 Landings Drive | Mountain View | CA 94043
P 650.810.2100 | F 650.968.4872
For more information, visit: www.netbase.com.
@NetBase

NetBaseInc

NetBase Solutions, Inc

NetBaseInc

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Monitoring and engagement solution

  • 1. ENTERPRISE SOCIAL INTELLIGENCE SOCIAL MEDIA MONITORING AND ENGAGEMENT Delight Your Customers Through Social Channel Engagement Customers Have High Expectations About Social Engagement Social media has given customers a direct voice to the companies with whom they do businesses. They are reaching out not only to share their experiences but also to air complaints or get help. And these customers have high expectations about receiving timely, meaningful responses. When their expectations aren’t met, they are likely to broadcast their dissatisfaction for everyone to see. Quickly identify high-priority posts Enterprises need a way to identify the posts to which they need to respond, assign those conversations to the right community managers or service agents, and close the loop quickly and efficiently. The Most Comprehensive Solution for Social Media Monitoring and Engagement NetBase integrates with best-of-breed social engagement and social media management system (SMMS) partners, including SAP Social Customer Engagement OnDemand, to give global corporations a comprehensive solution for proactively monitoring conversations and intelligently engaging with customers. The solution taps into NetBase’s accuracy in isolating and understanding the relevant posts from across the social web to support: Real-time classification for routing and assignment Insights into influence and reach of potential issues Efficient, team-based engagement Full audit trails for traceability Analytics for measuring service levels and ROI Built on an Internet-scale, high-performance, flexible enterprise social intelligence platform, the solution is fast to set up and easy to manage. BENEFITS INCREASE CUSTOMER SATISFACTION with proactive engagement SAVE time and money with intelligent monitoring AVOID crises by responding quickly to the most important issues and people MEET COMPLIANCE REQUIREMENTS for traceability of customer interactions across channels KEY FEATURES Accurately monitor brand mentions in real-time across the social web, not just Twitter Automatically classify posts based on service categories (inquiry, complaints) and priority levels Reduce costs by automatically routing posts to the right service agents or community managers Identify Inquiries, Understand Issues, and Engage With Customers in Real-time Respond consistently with integrated social knowledgebase and team-based collaboration See posts about your products or brand as they happen, without sifting through duplicate or irrelevant posts. Assign conversations to the right person for follow-up and set response priorities with confidence. Convert detractors into promoters and use your competitors’ detractors and promoters for competitive advantage. Make it personal with instant access to complete social profile and interaction history Stay Ahead of Potential Problems Keep track of interactions with full audit trails and analytics Explore high-level analytics and issue themes to quickly separate the real problems from isolated chatter. Keep track of your “social VIPs”—people with many followers and/or high Klout scores—and give them the high-touch service they deserve, through the channel they’re passionate about. Measure team performance and impact with built-in KPIs
  • 2. SOCIAL MEDIA MONITORING AND ENGAGEMENT The Secret Sauce: NetBase Enterprise Social Intelligence Platform and NetBase Social Insight Composer At the core of all our social media monitoring and insight solutions is the NetBase Enterprise Social Intelligence Platform. This platform offers organizations a way to operationalize social media by instantly capturing billions of social media conversations from millions of sites globally and making those conversations available for immediate use enterprise-wide. End-users benefit from trusted, transparent, and targeted insights delivered to them through easy-to-understand views. WHAT’S DIFFERENT? Immediate access to real-time, global conversations and at least one year of history The key components of the NetBase Enterprise Social Intelligence Platform are: ConsumerBase, our social intelligence warehouse containing conversations from more than 100 million global sources—cleansed, processed, normalized, and organized as structured insights in a special index. It uniquely makes one year’s worth of normalized data available to users on-demand on day one. Our Twitter Firehose option adds real-time access to Twitter’s complete data stream—more than 270 million tweets per day on average. A high-precision natural language processing (NLP) engine, combined with text analytics and machine learning. This engine reads and categorizes each one of the posts captured in ConsumerBase according to the opinions, emotions, and behaviors that customers have expressed. The NetBase Enterprise Social Intelligence APIs, which make NetBase-processed social media posts, related insights, and summary statistics available for integration into enterprise workflow processes and applications. Designed to operate at Internet scale, the NetBase Enterprise Social Intelligence Platform processes tens of thousands of sentences per minute, 24x7. The NetBase Social Insight Composer enables power users and business analysts to quickly define topics (using NetBase Insight Workbench features) and create, publish, and share interactive dashboards from a vast set of widgets in the data visualization library. It includes an easy, comprehensive way to “scrub” topics to filter out spam, disambiguate unrelated content, and organize insights for business use. Each dashboard created by the composer is made up of widgets that provide relevant views of social data for specific monitoring and analysis needs. Accurate sentiment analysis and targeted customer insights organized using a high-precision NLP engine, combined with text analytics and machine learning Multilingual solution with support for English, Spanish, French, German, Italian, Japanese, and Portuguese Easily extensible to support a broad range of business users across the enterprise through business templates and state-of-the-art APIs Use engagement consoles like SAP Customer Engagement OnDemand to respond consistently A B O U T N E T B A S E NetBase, the C2B Company, delivers the enterprise social intelligence platform that global enterprises use to monitor, understand, and engage with customers in real time. Using a high-precision natural language processing (NLP) engine combined with text analytics and machine learning, our platform processes billions of social media posts to extract structured insights delivered via customizable dashboards. Our solutions enable marketing, public relations, market research, customer service, sales, and product innovation leaders to craft winning strategies faster. Clients include CocaCola, Kraft, HP GfK and J. D. Power & Associates. NetBase powers the weekly Sentiment Tracker in the Wall Street Journal and our solutions are sold globally by SAP AG © May 2012 NetBase Solutions, Inc. NetBase Solutions, Inc. 2087 Landings Drive | Mountain View | CA 94043 P 650.810.2100 | F 650.968.4872 For more information, visit: www.netbase.com. @NetBase NetBaseInc NetBase Solutions, Inc NetBaseInc