Monitoring and engagement solution

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Monitoring and engagement solution

  1. 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. 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

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