HCL helps an Australian retailer reduce response time for social customer feedback through HCL's additional services which offers comprehensive analytics service from a tool called Socialytics.
The Situation Today
Research indicates that of the time a user spends on the internet, about 20% is spent on the social channels. Optimizing social media is a top priority for retailers so as to connect with today’s customers on the huge platform of social media which not only allows the retailers to share information but also review feedbacks on products and services.
In order to gain an insight into the needs of the customers, it is essesntial that retailers leverage social media analytics or Socialytics to maintain existing customers and capture perspective customers by way of personalized offerings.
Socialytics is HCL’s social media management tool that enables companies to monitor and manage customer conversations. With its advanced Customer Management, Business Analytics and Personalization features, it enables organizations to improve the customer experience and target specific audiences besides being a business asset acting as leverage for the marketing department for effective social customer relationship management.
A wide range of features available in Socialytics can turn inquiries, suggestions, complaints and compliments shared by customers on social media websites into actionable data providing points for improvement of service as well as assistance in development of new products. One feature of a Socialytics tool is that is crawls through social media websites and gathers what customers are saying about your company.
Socialytics will help resolve customer queries in the most efficient and prompt way. Its Social CRM model picks up real-time feed of customer’s communication from Social Media platforms and converts it into actionable data. That actionable data undergoes a sentiment analysis that underlines the customer’s attitude with respect to various topics and issues.
Along with sentiment analysis, all communication is appropriately coded to help identify the type of post, relevant department to which it should be directed, and garners information that creates a framework for an accurate response. This Social CRM tool creates an elaborate platform wherein companies can quickly respond to customer queries.