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The Digital Universe is a huge ocean of conversations and whenever, wherever a conversation is happening, we are tuned into it. Our expertise lies in listening to the conversations and making sense of it. Through listening, we explore, what people are conversing about on Social Media, which are the latest trends, what people are talking about a brand or about its competition? When people are conversing about the brand, what are they really talking about, the product, quality of customer service or the brand's new advertising campaign or something else? We classify each conversation for these kinds of â€˜bucketsâ€™ where the conversation falls.
For listening, we have partnered with Radian6 which is one of the world's leading listening tools (we are also authorized resellers of Radian6, for India). With its robust technology and brilliant user interface, Radian6 empowers a brand. We recommend Radian6 as the preferred listening tool because of several advantages:
- Radian6 is an Enterprise Grade Social Media Monitoring Suite (multiple tools).
- Best-in-class coverage. Maximum no. of results which matter to you are captured.
- Built in a way that it can fit-in and enhance any work flow including Online Reputation Management, Social CRM and Business Intelligence.
- Gives information in real-time.
- Online Reputation Management (ORM):
Today, more and more people are visiting the digital space for researching before making a purchase. This could include reviews, asking friends on Social Networks. In this scenario, maintaining your reputation online is an absolute must. Reputation Management on Social Media is not about SEO but it also involves talking to people, responding their queries and understanding their point of view. The only way to reduce negative conversations around your brand is by making positive contribution.
- Social CRM:
Whenever someone asks you a question as a brand, you respond to their queries, address their complaints. As a brand you are in a relationship with your consumers. Earlier that relationship used to be 24 x 7. Now it has changed to 24 x 7 x everywhere. Essentially, this means if a consumer is saying something about your brand on Twitter or Facebook or on a blog, as a brand you must respond to his queries.
- PR Crisis Management:
How does a PR crisis happen?
It begins on Twitter then it gathers momentum on Social Networks such as Facebook then it is covered on blogs and internet publications and finally it makes headlines on mainstream media. Due to extremely quick shareability of news especially bad news most PR crises nowadays happen on Social Media.
There are two ways to prevent a PR crisis from happening:
- Identifying a potential PR crisis.
- Actual intervention on Social Media.
- Creating Business Intelligence:
Traditionally, Business Intelligence was created through surveys or by tracking user behavior through identifying what he buys at the store or when he visits a website, where he clicks. However, now Social Media allows you to listen to thousands and thousands of unstructured conversations. These conversations are free of any bias. While user tracking doesnâ€™t allow perception mapping which is contradictory to Social Media where one can analyze perception in an unbiased manner. Social Media allows a brand to map user perception towards the brand, user perception towards the brand vis-Ã -vis its competition and analyze user sentiment.