Social Media Response ManagementCogent's Social Media Response Management solution, helps companies manage incoming and outgoing online interactions to maximise customer interactions and strengthen brand value.Our team streamlines and consolidates how companies listen to, measure and engage in relevant conversations in different online venues such as blogs, social networks such as Twitter or Facebook, and other public and private Web communities and sites.
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We follow three simple steps to effectively keep track of online communications:
Listening – discovering real-time, relevant and impactful conversations and keeping track of consumer posting
Measuring – our reporting platform monitors, analyses and tracks conversations
Mentions are coded for positive and negative sentiments, themes are established to identify which are generating a lot of conversations and track corresponding followers. Negative sentiments are further analysed to identify opportunities for improvement, measure unsolicited on-line CSAT results and respond to a new engagement channel. Positive sentiments aid in identifying category wins, and enables re-posting of messages for brand value which ultimately helps in establishing value-add customer services.
Engaging – manage real-time responses and dialogue with customers
Listening – discovering real-time, relevant and impactful conversations and keeping track of consumer posting
Measuring – our reporting platform monitors, analyses and tracks conversations
Mentions are coded for positive and negative sentiments, themes are established to identify which are generating a lot of conversations and track corresponding followers. Negative sentiments are further analysed to identify opportunities for improvement, measure unsolicited on-line CSAT results and respond to a new engagement channel. Positive sentiments aid in identifying category wins, and enables re-posting of messages for brand value which ultimately helps in establishing value-add customer services.
Engaging – manage real-time responses and dialogue with customers
