Case Study Brief Samsung is one of the world’s leading brands; its products are purchased and used by millions of people worldwide. As a result, consumers raise numerous questions and comments during use, and they often seek answers via social media sites, primarily in thematic forums. When discussing product-related matters, it is of critical importance to receive accurate and professional responses. It is no coincidence that one of the most important areas of application of social media monitoring tools is the support of companies’ customer service activities. About Replise The Social Intelligence Company Founded 2010 in Hungary by serial entrepreneurs. Replise provides social research services in more than 40 languages and operates offices in Germany, UK, Poland and Hungary. Focusing on social research using proven market research methodologies, Replise has established partnerships with classic market research firms. Replise’s services are based on the combination of a unique high-end social analytics platform and a team of qualified analysts with years of market expertise. We can provide access to historical as well as real time data from blogs, forums, news portals, video platforms and social networks like Twitter and Facebook. Replise products and services are used by well-known brands and many marketing and PR agencies across Europe.

1. The social intelligence company
Social Media
Customer Service
Assisted by Replise
Analytics
Samsung
Hungary
replise.com Tel: +36 1 457 83 50 Email: intelligence@replise.com

2. The social intelligence company
2replise.com Tel: +36 1 457 83 50 Email: intelligence@replise.com
Case Study Brief
The solution
Samsung is one of the world’s leading brands; its products are purchased and used
by millions of people worldwide. As a result, consumers raise numerous questions and
comments during use, and they often seek answers via social media sites, primarily in
thematic forums. When discussing product-related matters, it is of critical importance
to receive accurate and professional responses. It is no coincidence that one of the
most important areas of application of social media monitoring tools is the support of
companies’ customer service activities
Based on the Replise Analytics social monitoring
system, we have developed a workflow that facili-
tates daily customer support activities for the brand.
Thanks to the experts at Replise, Samsung associ-
ates receive relevant and important messages and
questions from the thousands of consumer content
updates; their work is made more efficient through
addressing these. This activity makes it possible for
those browsing the forums to obtain first-hand, au-
thentic and accurate information.
Having the brand communicate with the consumers through their own interface not
only accelerates solving the problems but also has a positive impact on commitment
to and experience with the brand.

3. 3replise.com Tel: +36 1 457 83 50 Email: intelligence@replise.com
The social intelligence company
The Results
Thanks to conscious and regular monitoring and analysis, Samsung provides their us-
ers with answers to hundreds of questions each month through the social media chan-
nels. This saves time and cost for both the consumers and the customer support staff.
Consumer insight that is normally unavailable through other customer support chan-
nels can be obtained timely and on-demand with the help of information acquired
through the Replise Analytics services.
“Reports provided by Replise and the informa-
tion gained greatly help our customer support
processes, the preparation of our service net-
work, and the social media communication of
our new products”
Attila Gerzsei,
Head of Smart & Premium Solutions
Testimonial

4. 4replise.com Tel: +36 1 457 83 50 Email: intelligence@replise.com
The social intelligence company
The research process
Brief
Prepare proposal material that includes the formal
and content requirements for the research.
Basic data retrieval
Analysis of social channels - the selection of top
channels and top users and participants.
Naive Listening
Identifying the most common thematic groups,
topics, content and user sentiment analysis.
Approval of key terms
Consulting with the client regarding the key terms
and thematic groups.
Reporting
Providing details of daily, itemized reports, subject
areas and questions for Samsung customer service.
15/01/2014

5. The social intelligence company
5replise.com Tel: +36 1 457 83 50 Email: intelligence@replise.com
About Replise:
The Social Intelligence Company
Founded 2010 in Hungary by serial entrepreneurs. Replise provides social research services in
more than 40 languages and operates offices in Germany, UK, Poland and Hungary. Focusing on
social research using proven market research methodologies, Replise has established partnerships
with classic market research firms. Replise’s services are based on the combination of a unique
high-end social analytics platform and a team of qualified analysts with years of market expertise.
We can provide access to historical as well as real time data from blogs, forums, news portals, video
platforms and social networks like Twitter and Facebook. Replise products and services are used by
well-known brands and many marketing and PR agencies across Europe.
Contact Us:
REPLISE HEADQUARTERS
Replise Hungary Kft
ADDRESS:
Maros Business Center, Maros utca 19-21. 6. em.
1122 Budapest
Tel: +36 1 457 83 50
Fax: +36 1 457 83 50
EMAIL:
intelligence@replise.com
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