Social Media Monitoring: Watch internet moods and develop interactive communications

Mediatrix COMCRAWLER analyses and dynamically evaluates content on the web relevant to your organisation.

To measure the power of a brand or the image of a product today you can’t ignore the internet. Social media platforms such as Facebook, Twitter or LinkedIn, web logs and forums are all part of the communication mix for marketing and customer care. Mediatrix COMCRAWLER analyses ‘moods’ on the worldwideweb and integrates user opinions in the digital multichannel world of your customer service.

This intelligent ITyX module goes much further than traditional social media monitoring: The COMCRAWLER learns how to dynamically evaluate comments and opinions are posted about your organisation and its products. Critical opinions are prioritised by their impact and visibility, then processed and routed by available team members of your customer service or marketing departments. In addition to content analysis and comprehensive media data, COMCRAWLER can process and document the sources and format of critical moods and opinions.
The Procedure
COMCRAWLER continuously browses social media platforms on the internet for all mentions of your organisation, products or brands. Using this intelligent social media tool, you are not only in a position to follow moods and discussion on the internet, but also to evaluate them and initiate communication processes.

Classify:
Define groups and favourites to efficiently filter content and relevance of threads. Distribute these automatically to available specialists within your organisation.
Evaluate and Search:
Check and document identified activities, develop a rapport with bloggers and track active discussions.
Forward and Comment:
Forward critical content for evaluation to specialist departments and their
Retable:
Track current topics and blogs.
Respond and Document:
Interact with bloggers or visitors; take a stand and ask for help; show you offer a more active customer service than your competitor.
Measure and Weigh:
Comprehensive reports and analysis mirror historically/in real time the image of your brand.

The Result
Social media platforms have created a paradigm change in customer care today: traditional service processes by telephone and email no longer meet the communication culture of generation internet. We listen to our customers to get closer to them, and that now includes social networks, blogs and communities.

Greater Contact Centre efficiency: Early understanding of customer needs through pro-active customer service avoids problems escalating.
Optimization of Market Observation, Product Innovation and Service Performance: Customer opinions are essential for early trend spotting.
Effective Early Warning System: Identify problems in brand and organisational communication before they cause damage. This ensures a positive corporate image and customer satisfaction.
Sustainable Benchmarking: A comparison of customer opinions with others in your industry provides you with valuable knowledge and competitive advantage.

The Integration
Mediatrix COMCRAWLER is operated centrally by ITyX as SaaS (Software as a Service). Using a secure data connection, your organisation’s staff access relevant ‘finds’ via the Mediatrix Client. The same highly accessible system architecture (Cluster) can be used to integrate the modules ERMS, MAILROOM and the Mediatrix Telephone Ticket for application/use.

Your questions relating to effective social media monitoring using Mediatrix COMCRAWLER are best immediately answered. Get connected to an ITyX consultant via Video Chat. Or ask for an information pack.

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