Social Media

Your window to customer perceptions

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

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Our social media 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 analyses sentiment and categorizes commentary. Data visualisations 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. 

What's your star rating?

For many businesses, consumers now rely on customer reviews in making decisions about where to dine, where to stay, and where to shop. Negative social media reviews of your brand can impact your ability to attract and retain customers and damage your bottom line.

That’s why Market Force offers our social reviews service, a software as a service subscription as part of its customer experience management suite. Social reviews monitors across dozens of sources to give you a single view into comments, star ratings, scores, sentiment, and trends, displaying social reviews and ratings results on the KnowledgeForce® reporting platform. 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:

  • Aggregate social media reviews from all social sources, including star ratings and open-ended customer commentary
  • Review scores by state, region or location
  • Respond directly to specific social posts
  • Compare and rank locations based on star ratings
  • See trends and category volumes through data visualisations
  • Use our powerful text analytics to track sentiment, comment
  • categories, and search for specific phrases or text
  • See your social reviews alongside all other customer experience data in our KnowledgeForce technology platform including mystery shopping, customer satisfaction surveys

Monitor. Respond. Protect your brand.

One negative comment can undo the goodwill from dozens of positive ones. Worse yet is the possibility that a negative comment will go viral and cause damage to your brand. That’s why best-practice companies are connecting one-on-one to recover customers and to move negative conversations off-line.

That’s where we come in. Our social monitoring is a contact centre service to monitor and respond to mentions of your brand. We constantly scour social media sites for mentions of your brand, including on Facebook, Twitter, Tumblr, Instagram, Bitly, Google+, Flickr, Reddit, Topix, videos, blogs, message boards, and dozens more.

Our trained agents engage with your customers who post negative comments about your brand, following resolution and escalation rules that you set up. Our contact centre team can 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. When necessary, based on escalation rules, we can channel posts into your private customer relations system.

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Featured White Paper

A contact centre monitors social media and social reviews, as well as fielding inbound emails, input from website forms, and live telephone calls. Insights collected from contact management platforms enable an organisation to pinpoint problematic locations, create customer brand advocates, and prevent risk. How can your brand benefit from your contact centre 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 centre issues, and financial data
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