Optimising your social media channels to drive revenue

With 2.3 billion active social media users​ and 500 million Tweets sent each day – 6,000 Tweets every second​ - businesses have to take social media seriously in order to succeed.

There is a huge wealth of customer data contained within social media interactions, and our experts can help you to sort through this feedback to find genuine valuable insights.

Key statistics

 

60,000

➥ webchats handled per month for O2

 

95%

➥ of comments responded to in 2 hours for a major UK retail brand

How it works

We've created a suite of social insight reports, which capture and analyse the key topics and metrics of social media engagements, compared to your competitors. We can:​

  • analyse direct interactions between customer and brand in respect of customer service​
  • measure engagement efficiency, effectiveness and behaviour of both customer and brand ​
  • provide topic and sentiment analysis overlaid against the customer journey​.


Socia-Live

Socia-Live is a web application, developed by Capita, that provides businesses with real-time insight into how their brand is performing on social media against a host of customer service metrics, as well as how their performance compares to their closest competitors.

While other social media tools exist, Socia-Live is the only one built from the ground up with a focus on the customer services industry.

Socia-Live allows users to identify and utilise social media feedback, providing you with insight including sentiment trajectory, Twitter response times, customer journey analysis, and UK Customer Satisfaction Index integration.

 

 

Contact an expert

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