SocialForce - Social Media Monitoring by Market Force

SocialForce - Social Media Monitoring

The emergence of social media has given consumers a whole new way to interact with the brands they love — and a forum to complain when brands disappoint. But what many companies have learned is just how powerful connecting one-on-one with customers can be when they take the time to post.

SEE YOUR BRAND THROUGH YOUR CUSTOMERS’ EYES, LISTEN TO WHAT THEY’RE SAYING, AND RESPOND

SocialForceSM is a new tool that enables multi-location businesses to monitor what people are saying about your brand across multiple social networks and reach out privately to customers who express dissatisfaction. Data is managed through KnowledgeForceSM , our proprietary cloud-based customer intelligence platform.
Through KnowledgeForce, you can also look at social media in tandem with other relevant data, including customer satisfaction scores, financial data, mystery shop scores, or audit results. Additional data, including other social media data, can be from sources you may already be using.

MONITOR


With SocialForce you can monitor conversations happening across dozens of social media networks, including Facebook, Twitter, Tumblr, Instagram, Bitly, Google+, Flickr, Reddit, Topix, videos, blogs, message boards, and more.

Using our proprietary technology platform, we scour a selection of popular sites you select and aggregate and report on posts.

SocialForce allows you to:
  • View and respond to social media from a variety of the most popular social sources
  • Track your brand over time and with a competitor’s brand with a sentiment ranking score, derived from a unique Market Force algorithm  
  • Monitor sentiment for product offerings, service, facilities, or price and value
  • Track by source, sentiment, and search term
  • Track keywords and visually monitor keywords using tag clouds to easily identify the top themes across all of your social media content
  • View all social media data within KnowledgeForce’s convenient online dashboards
  • View social media data against other relevant data, such as customer satisfaction, mystery shop scores, audits, contact center issues, and financial data.

ENGAGE

SocialForce also allows you to engage with customers. When necessary, we channel posts into your private customer relations system or make them accessible through KnowledgeForce to manage the issue resolution process via a private one-on-one interaction with your customers.

You can even use our multi-lingual Contact Center team to quickly reach out to respond, making things right for an unhappy customer, or thanking someone for calling out a service they loved at your location.

CONSOLIDATE

Already have social media data that you would like to visualize within KnowledgeForce? Not a problem. Your additional data can be incorporated into KnowledgeForce, giving you a single, complete view of what your customers are saying.

To learn more about KnowledgeForce, click here to schedule a briefing