SocialForce

Your window to customer perceptions

Integrate social media reviews from multiple sources, manage negative commentary, and identify emerging trends.  

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Our SocialForce platform allows you to do two things: (1) Integrate all of your reviews from multiple sources into a single view and (2) manage and respond to individual social posts. Natural language processing analyzes sentiment and categorizes commentary. Data visualizations allow you to see trends in both sentiment and category volumes, and search capabilities help you find specific text. This rich social commentary integrates with all data streams to give your brand and every location a single view into opportunities and challenges.

We'll help you take negative commentary offline with options to respond using our agents or yours. That both protects your brand and satisfies customer needs. We'll help you amplify positive commentary by encouraging customers to post from our surveys to social media pages. The result? A powerful social media presence that takes advantage of every opportunity to engage with your customers. 

Aggregate. Monitor. Engage.

SocialForce Reviews™ consolidates all reviews and commentary from dozens of social media sources to give you a single view into comments, star ratings, scores, sentiment, and trends. You can understand what your customers are saying for both the brand as a whole and for any part within your location hierarchy—from regions and even to an individual location.  

With this consolidated information, you can:

  • Compare and rank locations based on star ratings
  • See trends and category volumes through data visualizations
  • Use our powerful text analytics to track sentiment, comment categories, and search for specific phrases or text
  • Respond directly to specific social posts
  • See your social reviews alongside all other other customer experience data in our KnowledgeForce® insights platform including mystery shopping, customer satisfaction surveys, contact center touchpoints, audits, and more

Monitor with intelligence

Our agents will monitor and respond to social posts about your brand. We will review posts in Twitter, Facebook, or other social sites used by your brand and respond to your customers as your brand advocate. When we track your social media, our agents can also take care of your contact center needs handling phone calls, web comments, and other sources of customer communication. Agents use our case management software to manage to track all contacts from a single person  as a case—whether from social media, surveys, or contact center. You define the process flow and rules for handling the call, including fulfilment options. 

Featured White Paper

A boon, not a cost: Leveraging your contact center information

Insights collected from contact management platforms enable an organization to pinpoint problematic locations, create customer brand advocates, and prevent risk. How can your brand benefit from your contact center operations?

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Your customers are talking about you all over the web. Now what? Market Force social media monitoring gives you ability to: 

  • 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
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