UPDATED Listerine Netnography Case Study by NetBase
Monitoring and engagement solution
1. ENTERPRISE SOCIAL INTELLIGENCE
SOCIAL MEDIA MONITORING AND ENGAGEMENT
Delight Your Customers Through
Social Channel Engagement
Customers Have High
Expectations About Social
Engagement
Social media has given customers a direct voice
to the companies with whom they do businesses.
They are reaching out not only to share their
experiences but also to air complaints or get help.
And these customers have high expectations about
receiving timely, meaningful responses. When their
expectations aren’t met, they are likely to broadcast
their dissatisfaction for everyone to see.
Quickly identify high-priority posts
Enterprises need a way to identify the posts
to which they need to respond, assign those
conversations to the right community managers
or service agents, and close the loop quickly
and efficiently.
The Most Comprehensive Solution for Social Media
Monitoring and Engagement
NetBase integrates with best-of-breed social engagement and social media management
system (SMMS) partners, including SAP Social Customer Engagement OnDemand, to give
global corporations a comprehensive solution for proactively monitoring conversations and
intelligently engaging with customers. The solution taps into NetBase’s accuracy in isolating
and understanding the relevant posts from across the social web to support:
Real-time classification for routing and assignment
Insights into influence and reach of potential issues
Efficient, team-based engagement
Full audit trails for traceability
Analytics for measuring service levels and ROI
Built on an Internet-scale, high-performance, flexible enterprise social intelligence platform,
the solution is fast to set up and easy to manage.
BENEFITS
INCREASE CUSTOMER
SATISFACTION with
proactive engagement
SAVE time and money with
intelligent monitoring
AVOID crises by responding
quickly to the most important
issues and people
MEET COMPLIANCE
REQUIREMENTS for
traceability of customer
interactions across channels
KEY FEATURES
Accurately monitor brand
mentions in real-time across
the social web, not just Twitter
Automatically classify posts
based on service categories
(inquiry, complaints) and
priority levels
Reduce costs by
automatically routing posts
to the right service agents
or community managers
Identify Inquiries, Understand Issues, and Engage
With Customers in Real-time
Respond consistently with
integrated social
knowledgebase and
team-based collaboration
See posts about your products or brand as they happen, without sifting through duplicate
or irrelevant posts. Assign conversations to the right person for follow-up and set response
priorities with confidence. Convert detractors into promoters and use your competitors’
detractors and promoters for competitive advantage.
Make it personal with
instant access to complete
social profile and
interaction history
Stay Ahead of Potential Problems
Keep track of interactions
with full audit trails
and analytics
Explore high-level analytics and issue themes to quickly separate the real problems from
isolated chatter. Keep track of your “social VIPs”—people with many followers and/or high
Klout scores—and give them the high-touch service they deserve, through the channel they’re
passionate about.
Measure team performance
and impact with built-in KPIs