InfoBuild has announced the launch of Information Builders’ WebFOCUS Social Media Analytics. The solution uses data from social media interactions to provide insight into sales and marketing, product quality and customer-centric issues.
“Facebook, Twitter and other social media channels have become vital sources for uncovering the voice of the customer. However, the majority of platforms that analyse the data don’t link to sales, marketing or other data sources because organisations are struggling to tie these conversations back to the bottom line,” says Johan Jurd, MD of InfoBuild, a representative for Information Builders in South Africa.
“Information Builders’ Social Media Analytics solution addresses this issue, drawing on the uniqueness of the company’s integration capabilities to unite social media data with enterprise resource planning (ERP), customer relationship management (CRM), and other on-premise or cloud-based information resources.”
As a result, companies have insight into customer sentiment and its impact on sales, brand awareness and corporate perception. In addition to facilitating deep analysis of structured and unstructured data, Social Media Analytics also enables historical trend reporting and time-dependent analysis.
As such, organisations can analyse how customers responded to previous campaigns, products or services and use this social media intelligence to inform future decisions.
The Social Media Analytics solution uses a customisable self-service BI portal with intuitive dashboards for users to:
* Conduct sentiment analysis on all posts, blogs and other social media messages;
* Mash up content into a single view to immediately detect patterns and trends across channels, geographies, customers and other categories;
* Analyse how spikes in positive and negative sentiment on competitor channels affect company sales;
* Determine which products sell best in which locations, and uncover the reasons behind this trend;
* Build interactive dashboards and charts demonstrating data correlations; and
* Extract word frequencies and view visual depictions of written content to identify popular topics.
A retail manager for example can analyse how a negative customer experience at another store location is playing out across social channels and, as a result, be better prepared to handle any customer inquiries. Because the solution is accessible via the mobile platform, users can obtain and analyse this social media intelligence regardless of their physical location.
“Facebook, Twitter and other social media channels have become vital sources for uncovering the voice of the customer. However, the majority of platforms that analyse the data don’t link to sales, marketing or other data sources because organisations are struggling to tie these conversations back to the bottom line,” says Johan Jurd, MD of InfoBuild, a representative for Information Builders in South Africa.
“Information Builders’ Social Media Analytics solution addresses this issue, drawing on the uniqueness of the company’s integration capabilities to unite social media data with enterprise resource planning (ERP), customer relationship management (CRM), and other on-premise or cloud-based information resources.”
As a result, companies have insight into customer sentiment and its impact on sales, brand awareness and corporate perception. In addition to facilitating deep analysis of structured and unstructured data, Social Media Analytics also enables historical trend reporting and time-dependent analysis.
As such, organisations can analyse how customers responded to previous campaigns, products or services and use this social media intelligence to inform future decisions.
The Social Media Analytics solution uses a customisable self-service BI portal with intuitive dashboards for users to:
* Conduct sentiment analysis on all posts, blogs and other social media messages;
* Mash up content into a single view to immediately detect patterns and trends across channels, geographies, customers and other categories;
* Analyse how spikes in positive and negative sentiment on competitor channels affect company sales;
* Determine which products sell best in which locations, and uncover the reasons behind this trend;
* Build interactive dashboards and charts demonstrating data correlations; and
* Extract word frequencies and view visual depictions of written content to identify popular topics.
A retail manager for example can analyse how a negative customer experience at another store location is playing out across social channels and, as a result, be better prepared to handle any customer inquiries. Because the solution is accessible via the mobile platform, users can obtain and analyse this social media intelligence regardless of their physical location.
