IT, Big Data & Analytics
Social Media sites like Facebook, Twitter, YouTube, LinkedIn, Instagram, Pinterest
Blogs, review sites, Q&A sites and discussion forums
News sites, video and image sharing sites, classifieds sites, social bookmarking sites
The client catered to different industries and brands which majorly included online food industry, restaurant aggregator, media streaming platforms, large conglomerate companies, leading banks and financial services etc. All of these businesses were seeing an increase in social mentions – they wanted to understand the conversation surrounding their brand and the products and services they offer and needed a solution to preserve TAT and keep their socially responsive badge. So, the client wanted to measure the “content effectiveness” for these businesses by analyzing conversations going on over different channels, in a timely manner to glean insights.
Our team first developed a deep understanding of the requirement and started working on social listening to enable these brands to monitor and assess the discussions about them, their services and products on the internet. All the useful mentions were collected, organized and categorized in a methodical manner and submitted to the client in a consolidated and well-structured report which included details like the name of the platform where mentions were posted, date of posting, content type (blog, photo, video etc.) along with view count, no of shares, comments, likes with calculated engagement score.
Following platforms were used to perform social listening that involved analyzing conversations and trends
The team was able to successfully perform the efficient data listening without missing out on any conversations. They captured brand mentions and customer conversations published over a wide range of social media platforms. The data listening covered time-specific data for its analysis and interpretation to help brands gain meaningful and actionable insights.
The collected data mentions were manually analyzed and all of those conversations were categorized into different tags which were defined as key themes followed by sub-themes.
Sentiment Analysis was also performed to understand customer emotions which helped brands prioritize the negative mentions. It also helped them to communicate better with customers and develop more relevant messages.
Gave them a 360-degree view of what's most significant to their business
Helped brands in understanding engagement better and resolve customer queries within a less turnaround time
Insights like customers are willing to pay more when they receive great experience from the brand they follow and trust.
Project Information
- Enhanced customer experience and improved customer service
- Effective Brand Reputation Management by discovering what customers are talking about concerning their brand, products, or services.
- Potential to double the revenue by investing in customer experience
- Developed valuable high-quality content by studying audience preferences and behavior.
