Social media monitoring and analytics
Optimising your social media channels to drive revenue
Businesses that aren't taking social media seriously will fail. There are 2.3 billion active social media users, with 500 million Tweets sent each day – that’s 6,000 Tweets every second.
There is a huge wealth of customer data contained within social media interactions, and our experts can help you to sort through this feedback to find genuine valuable insights.
webchats handled per month for O2
of comments responded to in 2 hours for Debenhams
How it works
We've created a suite of social insight reports, which capture and analyse the key topics and metrics of social media engagements, compared to your competitors. We can:
- analyse direct interactions between customer and brand in respect of customer service
- measure engagement efficiency, effectiveness and behaviour of both customer and brand
- provide topic and sentiment analysis overlaid against the customer journey.
Socia-Live is a web application, developed by Capita, that provides businesses with real-time insight into how their brand is performing on social media against a host of customer service metrics, as well as how their performance compares to their closest competitors.
While other social media tools exist, Socia-Live is the only one built from the ground up with a focus on the customer services industry.
Socia-Live allows users to identify and utilise social media feedback, providing you with insight including sentiment trajectory, Twitter response times, customer journey analysis, and UK Customer Satisfaction Index integration.