Increasingly, customers give their opinion spontaneously about their experience with brands in social networks.
Companies who want to have a comprehensive Voice of the Customer program and are interested in knowing the opinions, preferences, and anticipate the needs of their consumers, need to monitor social networks.
IZO is an expert in monitoring interactions for over 15 years, as well as leader in Customer Experience in Spain & Latin America.
Our expertise allows us to listen to social networks especially focused on Customer Experience, identifying those relevant aspects of the relation between the customer and the company, and comparing it with the main competitors or industry leading companies reference.
Social Media VoC is based on capturing and analyzing the customer's voice in the social environment, to identify social customer expectations, generating satisfaction and the reasons giving negative experience and impact on the reputation of the company. The aim is to define actions to build or improve the Social Media Customer Relationship model.
In order to achieve this, there are two options that can be adapted to the company’s needs:
SMA Brand Tracking: The objective of this type of analysis is to constantly monitor a brand in the channels in which it has presence, identifying controlled and uncontrolled feedback from customers to evaluate the experience transmitted by users and customers. It monitors indicators and identifies opportunities for the improvement of customer’s experience and conversation.
SMA Benchmark: in this type of method, the company's position is analyzed against its competitors. It allows in a simple way, to monitor and compare the position in the industry, to know the experience transmitted on social networks on businesses, ability to influence and, in consequence, its online reputation. Trend analysis in volume, comments distribution per area, experience, sources, etc.