Social media is the go-to channel for customer service and support. Companies that have been active on social media for many years may expect to use the same monitoring and analysis tools for customer service engagement. But they’ll find that isn’t possible because conventional tools aren’t designed to analyse text and sentiment from a customer service perspective.
Our unique, web-based monitoring and analysis tool, Socia-Live, has Capita’s industry-leading customer service expertise at its core. Socia-Live is helping our clients benchmark the success of their social media engagement against the key customer service metrics relevant within their industry.
Socia-Live allows you to monitor the impact on sentiment, and your social media ranking, of every service or support related conversation you have with a customer. It provides real time, actionable insights that will help you deliver more responsive, better quality service and support and, ultimately, improve customer satisfaction.
With our easy-to-use tool, you can measure the effectiveness of your social media customer service against your choice of competitors, industry sectors and 'best in class' practitioners listed on the UK Customer Satisfaction Index.