Social Media Solutions
In the current digital age, with customers being online 24*7, social media serves as "the platform" for every customer to voice their opinion, share feedback, post complaint, as well as, works as the primary arena for influencing a customer's decision making process.
Intelenet's social media solutions are part of our omni-channel customer contact center services, which track customer's opinions to assess their expectations, and support clients/providers in delivering the right-fit service.
Customer Listening and Experience Management
Intelenet® developed and deployed a Social Media Analytics tool for a leading Financial Institution, to plot customers' profiles to assess how the customer lifecycle engagement could be improved, and identify which channels were primary influencers in customer's decision making process for the Financial products
Intelenet's Social Media solutions are inculcated into our client's interaction network to opportunitize every customer interaction through vigilant presence and response management, content marketing, and blogger outreach, to maximize client's social following, website traffic and online sales.
Presence ManagementCapabilitiesProof pointsSupporting client's social presence, Managing brand positioning, Deflecting traffic to specific social channels /forums
- Deployed social media program where client messaging, coupons, alerts on sale/discount products and dates were flashed across media platforms
Customer Experience ManagementSocial Listening, Customer Engagement, Customer Journey tracking, Response management,
- Deployed customer journey tracking program for reducing customer churn, improving CSAT and NPS scores
Trend Monitoring & Market InsightTrawling social media channels, Identify trends/customer service related incidents/opportunities, Analyze data for granular reporting
- Deployed social media platform /page and post analysis of Financial services client's competitors sites to determine impact on customer engagement
Revenue OptimizationSocial media data analysis for lead/opportunity identification
- Deployed social media analysis program for assessing market and client requirements, mapping to client's capability, and re-positioning social media programs to target right-fit opportunities
- Our solutions leverage over 100+ workforce experienced in social media management and blogger outreach, who along with our analytics team to support clients with Research & Analytical insights of the social data collected across platforms and forums.
- Our solution leverage 30+ tools covering social media trawling, data collection, segregation, response & reporting workflows to effectively manage these programs.