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Industry Research : Worldwide Study Shows Global Business Anti-Social in a Social Media Age

  • Almost half of companies fail to track social media
  • Over half of companies have no way to respond to customers on social media

  • B2B desperately lagging behind B2C in social media adoption with 75% not measuring social media

Highlights of the Satmetrix worldwide social media study include:

  • Businesses are blind to the threats and opportunities of social media
    • 39% have no social media tracking in place at all
    • 51% of B2B have no tracking compared to 22% of B2C companies surveyed

  • 55% of companies ignore customers who provide feedback via social media - by having no process in place to respond

    • This increases to 69% for B2B companies compared to 42% for B2C

  • 67% of companies do not measure or quantify social media - increasing to 75% for B2B companies

    • For those that do have some form of quantification, 56% just count the comments and followers
    • Only 4% have any form of sentiment analysis

  • 60% of businesses do not have an integrated social media strategy (either do nothing, track or follow up only)

  • North America leads the way with 43% of North American companies having a follow up process compared to about 25% in other regions


    "Businesses recognise the need for a social media strategy, however many are challenged in putting an effective strategy in place," said Richard Owen, chief executive officer, Satmetrix. "Whilst 77% of consumers post about products, 67% of businesses have no means of measuring what is being said and less than one in 20 have any insight into the sentiment of what is being said. This is both a huge threat and a massive lost opportunity. Not only are companies running the risk of losing customers by not addressing their issues shared online but they are also walking past the opportunity to capitalise on positive comments made on the social web."

"SparkScore™, our breakthrough social media Net Promoter Score and subsequent software solutions will change the game," continued Owens. "It enables companies to understand and act on the sentiment of content shared online. It will empower companies to harness the power of social media."

Earlier this year, Satmetrix announced it will change the way businesses measure and use social media with the Net Promoter social media measurement solution, Satmetrix(R) SparkScore™. The solution applies the same NPS(R) methodology of recommendation behaviour, which identifies detractors, passives and promoters of a brand, to social media sentiment. With SparkScore, businesses will be able to measure the fluid and unstructured comments and opinions made about their brands online using Net Promoter, the customer loyalty metric and business practice that drives profitable growth.

In the upcoming weeks and months, Satmetrix will be releasing a series of SparkScore solutions. The first is currently live in beta version and a limited number of invited customers have been given access. It is scheduled to launch in June and will measure SparkScores of major brands across select industries. Using Metavana’s rigorous and reliable sentiment engine, SparkScore will analyse the fluid and unstructured comments made about brands across social media sites (Facebook, Twitter, and more), as well as reviews discussion sites and applicable private customer forums, and assign a SparkScore to each brand. Companies will be able to access their overall SparkScore and compare it to their industry’s benchmark and best and worst scores on a weekly basis.

Following this first release, Satmetrix will be embedding its SparkScore solutions into its Net Promoter in the Cloud software applications to enable companies to generate more powerful social media insights and drive action across their organisations to increase business results.

 

Today's Tip of the Day - What Are The Business Benefits?

Read today's tip or listen to it on podcast.

Published: Thursday, May 10, 2012

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

4.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

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