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Knowledge Solutions: Social Media Monitoring

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Social media: listening, responding & reporting

» You can easily capture customer questions being asked on your website.

» You can find out the most popular questions being asked from your call centre agents.

» But what are consumers and customers saying about your brand, your competitors, your space in the social media ecosystem?

Its not just about social media monitoring –

its about understanding the voice of the customer

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Transversal SMM is a web application which gathers data on

the internet and processes it automatically so you can

analyse what’s being discussed and quantify your findings with

meaningful metrics.

PROCESS

ANALYSE3GATHER1

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What is Transversal Social Media Monitoring?

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Social media gathering, processing, reporting and responding

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Crawlingthe web

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Page Processing

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Analysis

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Presentation

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Storage

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• Ability to crawl closed forums with admin permission

• Pulling key metrics e.g. traffic and comment stats

• Language & location detection

• Sentiment analysis

• Identifying topics

• Automated categorization

• Complete storage of content, metrics and analysis

• Historic storage of up to 2 years worth of data

• Flexible user interface

Data Management

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• Ability to create rules to identify key topics

How it works

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Volume

» Over 40 million sources crawled every week.

» Full Twitter API access.

» Ability to normalise year on year data to provide “real” growth numbers (excluding natural social media growth).

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Sentiment» We use machine learning and a set of algorithms to do automated

sentiment analysis in 15 languages across 100’s of industries.» This means we can differentiate between words with more than one

meaning, rather than using a good word/bad word dictionary.

» Transversal learns from user feedback, meaning it improves over time.» We can offer human sentiment analysis.

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Actionable insights

» While many social media monitoring tools will simply provide you with information such as top line volumes, Transversal provides you with the tools to get real actionable insights effectively and efficiently.

» Reach - website visitors per month and number of Twitter followers.

» Website visitor engagement - average time spent on site, pages viewed and number of return visits.

» Additional profiling data including influence scores and topics of interest.

» Automated and manual topic extraction and categorisation.

» Easy benchmarking through competitor analysis.

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Multilingual

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As well as English, we support and crawl pages in 19 languages:

Key PAL Languages

Additional Languages

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Benefits and return on investment

» Better engagement with customers.» To better understand language and behaviour of the customer.» Identifying new areas of sales.» Discovering new ideas.» The ability to find influencers outside of the main customer base.» Finding opportunities and detecting threats.» Brand protection.» Identifying and mitigating issues with new product launches.

Carol Rozzwell and Bill Gassman @ Gartner

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Unique benefits

» Social media monitoring has a number of distinct advantages over traditional research methods: » Instantaneous feedback: social media analytics can paint an instant

picture of how consumers view your brand. » Unbiased: Social media monitoring allows researchers to glean

unstructured data from their respondents.

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Services

» Reactive monitoring (including competitor comparisons) – access to data plus regular insights reports.

» Proactive monitoring (including engagement) – access to data, data validation, regular reporting with recommendations of where to engage/otherwise react.

» Campaign measurement reporting – access to data, data management (rules set-up), reporting.

» Software as a Service delivery model.