Getting visibility into your customer experience through surveys or support channels is powerful, but it may not give you the whole picture.
Your customers interact with your brand through a series of touchpoints that include social media.
Those social media posts, comments, and conversations are an integral part of the voice of the customer.
In fact, companies are under greater pressure than ever to listen to the voice of their customers online, and be responsive on their customers' preferred social channels:
75% of internet users use social media to research products
74% of customers use social media to reach out to the brand for support
37% of customers message a brand on social media due to customer service issues
If you're a CX leader, you're often in the dark about what's happening. You have to rely on the marketing team to understand what's going on, and you probably have no tools to analyse social media interactions at scale.
This filtered view can leave you surprised when a major social media crisis hits your retention rates. Until today.
Introducing Social CX Analytics
We're thrilled to announce Social CX Analytics! It extends Chattermill's visibility into your voice of the customer across all major social media platforms, including Facebook, Twitter, Instagram, TikTok, Pinterest, and YouTube.
It also allows you to monitor hundreds of online sources, like blogs and forums, Reddit, Tripadvisor, and Google Maps reviews.
And yes, it even allows you to analyse your conversations from the most popular messaging apps like Facebook Messenger, Instagram Direct, or Twitter Chat.
Chattermill brings this social feedback into our Unified Customer Intelligence platform, providing a unified view of solicited and social feedback in one place.
Here's why it's a game changer for CX, Support, and Product leaders like you.
Integrate Social Media into Your CX Strategy
Social media is the world's largest feedback and support channel. A goldmine of the authentic and unsolicited voice of the customer, full of insights, trends, and opportunities that could be easily missed.
That's why analysing your customer feedback from social only completes your CX strategy. By unifying all your customer feedback across multiple data sources, you can create a holistic and consistent VOC program and build a single source of truth.
Filter Through the Social Noise
Your customers leave many comments online, but not all are relevant for CX, Product, or Support leaders. This large pool of online discussions can quickly overwhelm you when searching for critical insights.
The good news? Our AI zooms in on your CX data, processes the full context of your interactions, and determines what's actually meaningful.
This helps you surface only the most relevant customer issues, focus on critical topics discussed, and exclude from your analysis those social posts with no active voice of the customer.
Take Charge of your Online Reputation
When a major crisis hits social media, every second counts. "How did we not see this coming?" is the last question anyone wants to hear from a colleague or an executive.
Luckily, Chattermill's Anomaly Alerts detect unusual activity and send automatic notifications directly to all the relevant stakeholders. Next time you spot negative social mentions, you can act quickly on potential crises before they spiral out of control.
Uncover Competitive Intelligence
In this challenging economy, you can expect your competitors to become more aggressive in their marketing campaigns, product offerings, and even their pricing. That's why CX, Product, and Support leaders must be two steps ahead of the competition, protecting and retaining their existing customers.
With Social CX Analytics, you can easily analyse competitor social accounts to benchmark against your rivals, understand how customers feel about your competition, and learn from their successes and mistakes.
Here's What to Do Next
Want to see how the Chattermill Unified Customer Intelligence platform can help you integrate social media into your voice of the customer program? Schedule your demo today!
If you're a Chattermill customer, contact your Customer Success Manager or email our Support Team to learn more.
Want to see Social CX Analytics in action? Sign up for our free webinar on Thursday, March 9th, with Dana Alvarenga, VP of Customer Experience at SlapFive. We'll discuss the importance of analysing social media data for your CX program.