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Social Media Listening CX Platform

Social Media Listening

How we can help?

We provide our clients with a clear view of brand perception:

 

  • Social media listening capabilities to provide all the important information about your competitive landscape.
  • An industry-leading Quality Assurance process that adheres to the highest ISO 9001 standards.
  • Detailed text and semantic information to help direct the client's strategy. In this way we keep our clients at the top of the information globally.
  • Action tracking capabilities that ensure contact resolution opportunities are addressed promptly and efficiently.
  • A feature-rich, proprietary reporting platform that provides meaningful data. Refreshing said information constantly to b>
  • Integrate data from your social platform with other customer experience programs. Doing so of that cutting-edge and quality information.

Social Media Listening is the tracking of social media platforms for mentions and conversations related to your brand and analyzing them for insights to discover opportunities to proceed. In other words, it is the way to measure the success of the social media marketing listening strategies used by a brand or company.

Customer Experience (CX) Management Services

OUR CX OFFERINGS

Program consultation and design

  1. Keyword Filtering
  2. Explore all comments in one place with insightful dashboards + data visualization
  3. Sentiment Mapping
  4. Discover audience feelings in general and towards specific ad campaigns

Data capture and action tracking

  1. Competitive Analysis
  2. See the strengths and weaknesses of multiple competitors at once
  3. Integrated Real-Time Analytics
  4. Advanced AI predicts future performance, based upon historic trends

Program creation and delivery

  1. Uncover advocates and trends. Measure risks and opportunities
  2. Language Translation
  3. Integrated API’s automatically translate information quickly and accurately

Reporting and analytics

  1. Multi Account management
  2. Centralize all social media activities in one unified dashboard
  3. Hashtag Tracking
  4. Identify popular hashtags, drive people to your content and get them talking

Social Media Listening

What makes us different?

  • As a significant player in Social Media Listening, we have been market leaders in CX Management for 27+ years with global coverage in 100+ markets.
  • Our in-house system and platform methods ensure a unique solution for each of our clients.
  • KODO hub application to monitor activity and capture data directly from our evaluators.
  • GDX platform to communicate results, track performance and facilitate enquiries.
  • Localization tool to manage ‘glocal’ needs.
  • KODO-CX app to deliver mobile reporting requirements to your territory managers.
  • We are part of Sonata Software – India’s fastest growing IT Services business, with 5000 passionate technology professionals worldwide.
  • We pride ourselves on a strategic ongoing partnership with our clients and ISO9001 certification for quality assurance.
  • We have full omnichannel capabilities that provide bespoke end-to-end customer journey insights and analytics that drive meaningful change.

Frequently Asked Questions

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

How to improve Customer Experience?

The different ways we can improve customer experience are:

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

Sonata GBW is a global technology company specialising in customer experience CX measurement, platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. It has presence across USA, Canada, EMEA and APAC regions. If you would like to know more on how we can help you, please fill out the business enquiry form below.