Submit Search
Upload
MultiChannel Analytics
•
0 likes
•
722 views
Sincu, Andreea
Follow
multichannel Analytics
Read less
Read more
Education
Technology
Business
Report
Share
Report
Share
1 of 4
Download now
Download to read offline
Recommended
my model genuines.
my model genuines.
Teng Xiaolu
Analytics, KPIs for effective Churn & Loyalty management
Analytics, KPIs for effective Churn & Loyalty management
Ehtisham Rao
Module4 multichannel analytics
Module4 multichannel analytics
Gayathri Choda
The New Era of Online Listening - a 360i Report
The New Era of Online Listening - a 360i Report
360i
Social media Analytics
Social media Analytics
Manish Nair
What to Look for in a Social Media Analytics Tool
What to Look for in a Social Media Analytics Tool
Collective Intellect
Social business intelligence assessing the major Social Media Monitoring tool
Social business intelligence assessing the major Social Media Monitoring tool
iGo2 Pty Ltd
Social Listening and Intelligence is Predictive! Now What?
Social Listening and Intelligence is Predictive! Now What?
Rob Key
Recommended
my model genuines.
my model genuines.
Teng Xiaolu
Analytics, KPIs for effective Churn & Loyalty management
Analytics, KPIs for effective Churn & Loyalty management
Ehtisham Rao
Module4 multichannel analytics
Module4 multichannel analytics
Gayathri Choda
The New Era of Online Listening - a 360i Report
The New Era of Online Listening - a 360i Report
360i
Social media Analytics
Social media Analytics
Manish Nair
What to Look for in a Social Media Analytics Tool
What to Look for in a Social Media Analytics Tool
Collective Intellect
Social business intelligence assessing the major Social Media Monitoring tool
Social business intelligence assessing the major Social Media Monitoring tool
iGo2 Pty Ltd
Social Listening and Intelligence is Predictive! Now What?
Social Listening and Intelligence is Predictive! Now What?
Rob Key
6 Key Social Media Analytics Insights
6 Key Social Media Analytics Insights
Orchestrate Mortgage and Title Solutions, LLC
Monitoring and engagement solution
Monitoring and engagement solution
NetBase
Social Intelligence and Super Bowl 2011
Social Intelligence and Super Bowl 2011
Alterian
Glide Technologies - Keith Woods-Holder
Glide Technologies - Keith Woods-Holder
Influence People
Text Analytics Command Center - Vendor Briefing
Text Analytics Command Center - Vendor Briefing
Collective Intellect
Omllion Corporate Profile
Omllion Corporate Profile
Omllion
The Social Plan
The Social Plan
Gina Bowes
Social media measurement tools group 1
Social media measurement tools group 1
Sahil Surana
Social media analytics for the pr industry Mexico City 5-24-12
Social media analytics for the pr industry Mexico City 5-24-12
Marshall Sponder
Soffront Knowledge Management
Soffront Knowledge Management
Soffront Software
Extracting Context
Extracting Context
Influence People
Buying Social Media Monitoring Software For Fortune 1000
Buying Social Media Monitoring Software For Fortune 1000
The @Steveology Group
Omllioncorprofile 110124063957-phpapp02
Omllioncorprofile 110124063957-phpapp02
Nilofer Memon
Sentiment analysis taxonomy_apr-12-2011
Sentiment analysis taxonomy_apr-12-2011
Earley Information Science
A comparison of Social Media Monitoring Tools. A white paper from FreshMinds ...
A comparison of Social Media Monitoring Tools. A white paper from FreshMinds ...
LiveXtension
Evry Digital Advantage IBM keynote on future of retail
Evry Digital Advantage IBM keynote on future of retail
Brandon Jones
Longo
Longo
Tanya Ivova
Survey Buyers Guide
Survey Buyers Guide
Lakesia Wright
Influencer discovery solution
Influencer discovery solution
NetBase
Social Media Measurement
Social Media Measurement
Sarah Baughman
TataKelola dan KamSiber Kecerdasan Buatan v022.pdf
TataKelola dan KamSiber Kecerdasan Buatan v022.pdf
Sarwono Sutikno, Dr.Eng.,CISA,CISSP,CISM,CSX-F
Interactive Powerpoint_How to Master effective communication
Interactive Powerpoint_How to Master effective communication
nomboosow
More Related Content
Similar to MultiChannel Analytics
6 Key Social Media Analytics Insights
6 Key Social Media Analytics Insights
Orchestrate Mortgage and Title Solutions, LLC
Monitoring and engagement solution
Monitoring and engagement solution
NetBase
Social Intelligence and Super Bowl 2011
Social Intelligence and Super Bowl 2011
Alterian
Glide Technologies - Keith Woods-Holder
Glide Technologies - Keith Woods-Holder
Influence People
Text Analytics Command Center - Vendor Briefing
Text Analytics Command Center - Vendor Briefing
Collective Intellect
Omllion Corporate Profile
Omllion Corporate Profile
Omllion
The Social Plan
The Social Plan
Gina Bowes
Social media measurement tools group 1
Social media measurement tools group 1
Sahil Surana
Social media analytics for the pr industry Mexico City 5-24-12
Social media analytics for the pr industry Mexico City 5-24-12
Marshall Sponder
Soffront Knowledge Management
Soffront Knowledge Management
Soffront Software
Extracting Context
Extracting Context
Influence People
Buying Social Media Monitoring Software For Fortune 1000
Buying Social Media Monitoring Software For Fortune 1000
The @Steveology Group
Omllioncorprofile 110124063957-phpapp02
Omllioncorprofile 110124063957-phpapp02
Nilofer Memon
Sentiment analysis taxonomy_apr-12-2011
Sentiment analysis taxonomy_apr-12-2011
Earley Information Science
A comparison of Social Media Monitoring Tools. A white paper from FreshMinds ...
A comparison of Social Media Monitoring Tools. A white paper from FreshMinds ...
LiveXtension
Evry Digital Advantage IBM keynote on future of retail
Evry Digital Advantage IBM keynote on future of retail
Brandon Jones
Longo
Longo
Tanya Ivova
Survey Buyers Guide
Survey Buyers Guide
Lakesia Wright
Influencer discovery solution
Influencer discovery solution
NetBase
Social Media Measurement
Social Media Measurement
Sarah Baughman
Similar to MultiChannel Analytics
(20)
6 Key Social Media Analytics Insights
6 Key Social Media Analytics Insights
Monitoring and engagement solution
Monitoring and engagement solution
Social Intelligence and Super Bowl 2011
Social Intelligence and Super Bowl 2011
Glide Technologies - Keith Woods-Holder
Glide Technologies - Keith Woods-Holder
Text Analytics Command Center - Vendor Briefing
Text Analytics Command Center - Vendor Briefing
Omllion Corporate Profile
Omllion Corporate Profile
The Social Plan
The Social Plan
Social media measurement tools group 1
Social media measurement tools group 1
Social media analytics for the pr industry Mexico City 5-24-12
Social media analytics for the pr industry Mexico City 5-24-12
Soffront Knowledge Management
Soffront Knowledge Management
Extracting Context
Extracting Context
Buying Social Media Monitoring Software For Fortune 1000
Buying Social Media Monitoring Software For Fortune 1000
Omllioncorprofile 110124063957-phpapp02
Omllioncorprofile 110124063957-phpapp02
Sentiment analysis taxonomy_apr-12-2011
Sentiment analysis taxonomy_apr-12-2011
A comparison of Social Media Monitoring Tools. A white paper from FreshMinds ...
A comparison of Social Media Monitoring Tools. A white paper from FreshMinds ...
Evry Digital Advantage IBM keynote on future of retail
Evry Digital Advantage IBM keynote on future of retail
Longo
Longo
Survey Buyers Guide
Survey Buyers Guide
Influencer discovery solution
Influencer discovery solution
Social Media Measurement
Social Media Measurement
Recently uploaded
TataKelola dan KamSiber Kecerdasan Buatan v022.pdf
TataKelola dan KamSiber Kecerdasan Buatan v022.pdf
Sarwono Sutikno, Dr.Eng.,CISA,CISSP,CISM,CSX-F
Interactive Powerpoint_How to Master effective communication
Interactive Powerpoint_How to Master effective communication
nomboosow
URLs and Routing in the Odoo 17 Website App
URLs and Routing in the Odoo 17 Website App
Celine George
The basics of sentences session 2pptx copy.pptx
The basics of sentences session 2pptx copy.pptx
heathfieldcps1
POINT- BIOCHEMISTRY SEM 2 ENZYMES UNIT 5.pptx
POINT- BIOCHEMISTRY SEM 2 ENZYMES UNIT 5.pptx
Sayali Powar
Call Girls in Dwarka Mor Delhi Contact Us 9654467111
Call Girls in Dwarka Mor Delhi Contact Us 9654467111
Sapana Sha
Mattingly "AI & Prompt Design: The Basics of Prompt Design"
Mattingly "AI & Prompt Design: The Basics of Prompt Design"
National Information Standards Organization (NISO)
“Oh GOSH! Reflecting on Hackteria's Collaborative Practices in a Global Do-It...
“Oh GOSH! Reflecting on Hackteria's Collaborative Practices in a Global Do-It...
Marc Dusseiller Dusjagr
Presentation by Andreas Schleicher Tackling the School Absenteeism Crisis 30 ...
Presentation by Andreas Schleicher Tackling the School Absenteeism Crisis 30 ...
EduSkills OECD
microwave assisted reaction. General introduction
microwave assisted reaction. General introduction
Maksud Ahmed
Nutritional Needs Presentation - HLTH 104
Nutritional Needs Presentation - HLTH 104
misteraugie
Código Creativo y Arte de Software | Unidad 1
Código Creativo y Arte de Software | Unidad 1
Maestría en Comunicación Digital Interactiva - UNR
Web & Social Media Analytics Previous Year Question Paper.pdf
Web & Social Media Analytics Previous Year Question Paper.pdf
Jayanti Pande
Mastering the Unannounced Regulatory Inspection
Mastering the Unannounced Regulatory Inspection
SafetyChain Software
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
iammrhaywood
1029 - Danh muc Sach Giao Khoa 10 . pdf
1029 - Danh muc Sach Giao Khoa 10 . pdf
QucHHunhnh
Contemporary philippine arts from the regions_PPT_Module_12 [Autosaved] (1).pptx
Contemporary philippine arts from the regions_PPT_Module_12 [Autosaved] (1).pptx
RoyAbrique
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdf
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdf
SoniaTolstoy
Beyond the EU: DORA and NIS 2 Directive's Global Impact
Beyond the EU: DORA and NIS 2 Directive's Global Impact
PECB
Accessible design: Minimum effort, maximum impact
Accessible design: Minimum effort, maximum impact
dawncurless
Recently uploaded
(20)
TataKelola dan KamSiber Kecerdasan Buatan v022.pdf
TataKelola dan KamSiber Kecerdasan Buatan v022.pdf
Interactive Powerpoint_How to Master effective communication
Interactive Powerpoint_How to Master effective communication
URLs and Routing in the Odoo 17 Website App
URLs and Routing in the Odoo 17 Website App
The basics of sentences session 2pptx copy.pptx
The basics of sentences session 2pptx copy.pptx
POINT- BIOCHEMISTRY SEM 2 ENZYMES UNIT 5.pptx
POINT- BIOCHEMISTRY SEM 2 ENZYMES UNIT 5.pptx
Call Girls in Dwarka Mor Delhi Contact Us 9654467111
Call Girls in Dwarka Mor Delhi Contact Us 9654467111
Mattingly "AI & Prompt Design: The Basics of Prompt Design"
Mattingly "AI & Prompt Design: The Basics of Prompt Design"
“Oh GOSH! Reflecting on Hackteria's Collaborative Practices in a Global Do-It...
“Oh GOSH! Reflecting on Hackteria's Collaborative Practices in a Global Do-It...
Presentation by Andreas Schleicher Tackling the School Absenteeism Crisis 30 ...
Presentation by Andreas Schleicher Tackling the School Absenteeism Crisis 30 ...
microwave assisted reaction. General introduction
microwave assisted reaction. General introduction
Nutritional Needs Presentation - HLTH 104
Nutritional Needs Presentation - HLTH 104
Código Creativo y Arte de Software | Unidad 1
Código Creativo y Arte de Software | Unidad 1
Web & Social Media Analytics Previous Year Question Paper.pdf
Web & Social Media Analytics Previous Year Question Paper.pdf
Mastering the Unannounced Regulatory Inspection
Mastering the Unannounced Regulatory Inspection
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
SOCIAL AND HISTORICAL CONTEXT - LFTVD.pptx
1029 - Danh muc Sach Giao Khoa 10 . pdf
1029 - Danh muc Sach Giao Khoa 10 . pdf
Contemporary philippine arts from the regions_PPT_Module_12 [Autosaved] (1).pptx
Contemporary philippine arts from the regions_PPT_Module_12 [Autosaved] (1).pptx
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdf
BASLIQ CURRENT LOOKBOOK LOOKBOOK(1) (1).pdf
Beyond the EU: DORA and NIS 2 Directive's Global Impact
Beyond the EU: DORA and NIS 2 Directive's Global Impact
Accessible design: Minimum effort, maximum impact
Accessible design: Minimum effort, maximum impact
MultiChannel Analytics
1.
The Case for
a Multichannel Analytics System Why Social Media Monitoring and Keyword-Based Listening is Already Obsolete
2.
Good experiences. On
brand. On budget. Scenarios: You are regularly tracking social media posts in forums, following Twitter and Facebook comments, or you’re looking at open-ended survey questions. You have selected a keyword tracking/social media monitoring tool and have been consistently tracking various keywords in those conversations with some success. You are also able to engage in the conversations where they take place. However, you have reached a limit to what you can learn. You don’t truly understand the sentiment, topics, and trends, especially for those that are not included in your established keywords. There’s no simple way around the vast amounts of comments that have little relevance but are flagged because they contain one of the keywords you are tracking. You may be ready to make Your Customers Speak in the jump to a Multichannel Analytics System. Idioms, Phrases, and Sentences, not Keywords! Keyword-based monitoring tools are a quick way of getting a Social Media or Voice of the Customer Listening program going, but there are some inherent and critical limitations. Your Customers Speak in Idioms, Phrases, and Sentences; not Keywords! To truly understand what is being said about your brands, products, and services, you need a solution that understands natural language (the way we speak and write). Multichannel Analytics Systems accomplish this task by using Natural Language Processing (NLP). They understand context, sentiment, and can pinpoint topics within the conversations. This is essential to identifying actionable insights for strategic business decisions. Below is an explanation of what you can expect when moving from keyword-based analysis to a multichannel analytics system. Top 5 Advantages of a Multichannel Analytics System 1) Keyword vs Topic and Sentiment Analysis Keywords are just that, keywords. Their meaning is largely based on context. Furthermore, relevant comments and feedback that do not contain the established keyword set will not be recognized. Multichannel analytics systems excel here because it is based on natural language. Using NLP, multichannel analytics systems are able to identify topics and sentiment as opposed to simply identifying matching keywords. Understanding topics and sentiment is paramount to having an accurate understanding of the conversations. 2) Single Channel vs Multiple Channels You may be examining a single channel like social media, SMS, feedback, or email. You quite possibly could be monitoring more than one these channels, but basic Social Media and Voice of the Customer Monitoring tools are generally unable to aggregate this wide range of sources. Multichannel analytics systems handle all of these sources in a single place to keep everyone in the company on the same page with common metrics. ©2011 KANA Software, Inc. • 840 W California Ave, Ste 100, Sunnyvale CA 94086 • 1.800.737.8738 • sales@kana.com • www.kana.com PAGE 2
3.
Good experiences. On
brand. On budget. Furthermore, it allows you to draw direct comparisons between the source types. A multichannel analytics system gives you the ability to understand and compare all of the conversations and sources. 3) Buzz Monitoring vs Deep Analysis NLP utilizes a statistically-based analysis. Whereas keyword systems may offer some basic form of analysis, multichannel analytics systems are able to identify statistically significant patterns and trends within conversations. This allows you to get to the root cause of conversations. This deep dive is essential to identifying actionable intelligence from which to make business decisions. 4) Keyword Monitoring vs Emerging Topics Another benefit to a statistically-based analysis is the ability to identify emerging topics. Even the most gifted analyst is unable to read through thousands of comments in real time and identify statistically significant patterns within conversations. Multichannel analytics systems provide you with automated emerging alerts. These will appear when unforeseen topics of conversation begin appearing. The business user gains the ability to pinpoint emerging opportunities and issues when they begin. This actionable information can be used to quickly respond to situations before they become full-fledged crises. 5) Manual Engagement vs Automated and Intelligent Engagement Keyword systems often allow you to engage in the social media conversations triggered by the keyword library. While effective, the engagement process is limited to manual responses of comments that have been flagged. A multichannel analytics system provides a much more advanced and precise engagement workflow. Utilizing the advanced analytical capabilities, users can quickly and accurately identify, annotate, flag, assign, email, and route the individual comments that matter most. Additionally, the multichannel analytics system provides the ability to automate engagement. Customized rules based on sentiment, topics, attributes, and other criteria can be setup to auto route and respond to the important comments and conversations. A multichannel analytics system significantly improves your ability to accurately identify and effectively engage in the conversations of highest importance. ©2011 KANA Software, Inc. • 840 W California Ave, Ste 100, Sunnyvale CA 94086 • 1.800.737.8738 • sales@kana.com • www.kana.com PAGE 3
4.
Good experiences. On
brand. On budget. A multichannel analytics system is an important cornerstone to any customer listening initiative. The advanced analytics capabilities coupled with a strategic engagement workflow allow you to accurately understand the conversations around your company, brand, products, and services. Moving from a keyword-based system to a multichannel analytics system significantly enhances your ability to identify actionable insights to make key business decisions. Copyright 2011 KANA Software, Inc. KANA and the KANA logo are registered trademarks of KANA. Other company, product and service names may be service marks of their respective owners. 840 W California Avenue, Suite 100 Sunnyvale, CA 94086 T 650.614.8300 | F 408.736.7613 www.kana.com Contact us at http://www.kana.com/contact-us/contactsem.php Twitter @KANASoftware Linkedin: http://www.linkedin.com/groups/KANA-Software-1129?mostPopular=&gid=1129 Facebook: https://www.facebook.com/pages/KANA-Software-Inc/146154198748782 All Rights Reserved. 0110-01 ©2011 KANA Software, Inc. • 840 W California Ave, Ste 100, Sunnyvale CA 94086 • 1.800.737.8738 • sales@kana.com • www.kana.com PAGE 4
Download now