Try out our API, create a free 7-day trial account with the following link:

One of the main points of using a specific tool to help with your moderation is obviously being able to rely on some tasks being carried out in a mostly automated manner. Although all actions cannot be carried out in a fully automated configuration and will always require some human intervention and comprehension (especially from a linguistics point of view), straight-forward tasks and rules are fairly simple to parameter in full automation mode.

If the army-related expression ‘fire and forget’ rings a bell then you’re right on track!

This is the case of blacklists and it just so happens that we’ve added such a feature to our API. Above all, it is useful in protecting yourself from traffic diversions to your competition, avoiding abuse aimed at your executives, banning the use of some specific industry terms, etc.

Reminder: start reading about our API’s best practices with this article

Preparing for blacklisting

As with all other features provided by our engine, here are the parameters you’ll need to define in order to obtain effective and consistent blacklisting:

• your API key
• the language of the term you wish to blacklist
• the method
• the text: the actual term(s) concerned

Blacklisting a specific term

Here’s an example of the query you’ll have to use to blacklist a specific term:

The term is: hitler

The query must be:

/api/1/blacklist.json?key=1234&lang=eng&text=hitler

The engine should then return:

“completed_at”:1336086703,
  “success”:true,
  “blacklist”:
  {
    ”text”:”hitler”,
    ”lang”:”eng”

Removing a term from the blacklist

If you wish to delete a term from the black list you’ll have to use the following query:

/api/1/blacklist.json?key=1234&lang=eng&text=hitler&method=delete

And our engine will return:

{
  “completed_at”:1336086732,
  “success”:true,
  “unblacklist”:
  {
    ”text”:”hitler”,
    ”lang”:”eng”
  }
}

Intrigued?

Try out our API, create a free 7-day trial account with the following link:

ranging from costly to completely free.

Here are the latest ones!

Facebook

Here are the latest developments in Facebook Privacy policy:

• Facebook can now use users’ data to serve them ads while they are on websites outside of the social network.
• The social network clarified how it uses cookies for internal improvements, but not to track its users across the Internet.
• Facebook provided more details on how it will retain users’ data “as long as necessary to provide you services.”

Basically, this is what it comes down to: all those social profiles will be pouring out of Facebook and into the all other Internet advertising outlets!

The real question is, how are you going to deal with it? Although Facebook data will provide a quantity of qualified and segmented leads (approx five hundred millions, yes: 500 000 000!) which has only never been witness up to now in the history of online marketing!

So if you’re still reluctantly getting started with Social Media, now is definitely the time to get your Social on!

More information about these latest Facebook Policy updates here

This new source of revenue for Facebook will undoubtedly come at a costly price for those wishing to use its data to optimize and develop their advertising strategy…In the meanwhile, here’s something that won’t cost you a dime!

Twitter

Just like Facebook, creating a Twitter account is 100% free and its only cost will be if you’re thinking of their advertising services.

Also, similarly to Facebook, it’s one of the network with the most ‘active users’ worldwide. Over one hundred million active users that log on to the network on a day-to-day basis. Now that’s got to be worth something…

Here are couple of facts that will finish off convincing you that Twitter is definitely a mandatory feature of any serious online marketing strategy:

Some say that the real-time flow on ongoing tweeting makes for a much more appropriate business place than Facebook Fan pages dedicated to brands and/or products. In a somewhat similar way that an open-air market compares to a shopping mall:

• Go to the market (or Twitter) and you’ll see and hear what everybody’s got to offer at the same time, as each salesman/sales stand pitches not only to you but to the whole crowd. Although this can be overwhelming at first, it’s much easier (and faster) to make you way through it all and sample as you go along!

• Go to the shopping mall (or Facebook) and you’ll have to go to each dedicated shop, one after the other, listening to one sales pitch after the other.

The later process is much lengthier for both th e customer and the company, but there are people who prefer this method due to the fact it seems much more personal.

In any ways, this difference in functioning makes Twitter a much more proactive network than Facebook, where your potential or existing customer can also become part of a greater marketing and advertising scheme (and at close to no cost, since it does require a minimum of labor to keep up engagement).

The complete infographic is found here

Youtube

In fine, what you’ll want to reach for  is the point where you need no longer encourage and raise awareness about your brand because your users/customers/fans start doing it for you!

Nintendo knows what i mean (see video below)

Last Sunday was the second and final round of the French Presidential elections. Much to everybody’s expectations, François Hollande beat incumbent president Nicolas Sarkozy by a slim margin of less than 2%.

Although the victory itself did not come as a big surprise, it did however create a vast amount of media unrest due to a very a very specific legal disposition in regards to any election taking place in France. Indeed, it is against French Law for any media outlet whatsoever (public or private, individual or corporate) to communicate any statistics about the outcome on the day of the election itself, until 8PM when all voting offices officially close. The point of this is obviously to maintain the electoral process as neutral as possible.

Here’s the exact phrasing (in French)

Il est strictement interdit de divulguer des informations sur les résultats du scrutin avant 20 heures (heure métropole).

Les contrevenants à cette règle s’exposent à une amende de 75 000 euros pour une personne physique et de 375 000 euros pour une personne morale.

Disregarding this law can lead to a fine of up to 375 000 euros.

In the days when only television and radio ruled the media sphere it was pretty simple to enforce this legal specificity. But France, as most other western countries nowadays, has witness a soaring increase in the use of social media channels to debate, confront, exchange and defend one political party or another.

The main issue for media companies is therefore to control User Generated Content on their own official pages, as they are liable for anything on them by users during the election-day blackout.

Scan & Target was commissioned to set up adequate social media monitoring on dozens of Facebook Fan Page for 2 of the biggest media groups on the French Entertainment market:

• CANAL PLUS (a subdivision of the Universal group) has over 100 Facebook Fan pages, one for every popular TV show it broadcasts
• TF1: the oldest and main French TV channel, historically the most important in terms of audience.

The following is a short list of examples illustrating the variety and complexity of comments which users attempted to post on fan pages before 8PM on Sunday 8th May 2012. All comment below were never actually posted by the users as our application OOROOK was set to automatically delete any suspicious content.

Canal Plus Fan pages

• Hollande 53%, Sarkozy 47%

A simple and straightforward example. A prediction of what the vote outcome will resemble

• Les coffee shop au pays bas ont reouverts

One of many attempts to disguise the election’s outcome through a subtle metaphor… In this case, a reference to the opening of Dutch coffe shops (the winner name being ‘Hollande’).

• le hollandais volant a tuer les pirates hongrois

Expressing the election’s duality through ethnic origins:  ‘Le Hollandais volant’ (the flying Dutchman) defeats the Hungarian pirate (Nicolas Sarkozy’s ancestry is indeed from Eastern Europe).

• Van Persie le buteur Hollandais promets d’atteindre la barre de 53 buts et dépasser en l’occurence le Petit Messi ki est à 47 buts!

A soccer reference (Canal Plus is very much favored by soccer fans): The substitution of François Hollande by Dutch player Van Persie and Nicolas Sarkozy by the ‘little’ Lionel Messi is paralleled with a substitution of voting statistics by goal averages.

• Élection du CE Patrick hollande serait élus à 52,7% contre Patrick sorkasie

The slight change in spelling of the 2 candidates’ names is no match for our analytical engine.

TF1 Fan pages

• We still believe that Sarkozy will win today election even the voting is in process. The fact is that the voters of right swings of Le Pen n Bayrou will never support Hollande even their Party Chiefs asked for. The politics of lefts are totally different from the rights. Sarkozy will be re elected, I bet.

Despite the posting in a different language than the one by default, the post was easily flagged for deletion.

• Les premières tendances donnent François Hollande en tête avec 52,5% à 53% des voix, source IPSOS

Voting statistics from an institutional French Survey agency

• Connard de flamby… putain on est pas dans la merde

‘Flamby’ is one of the many nicknames used in reference to François Hollande

• www.lesoir.be/

A link to a foreign (Belgian) newspaper with no legal obligation to wait until 8Pm to publish results.

All is well

Thanks to us, the French presidential election process was kept safe and sound as far as these 2 media groups were concerned.

Feeling septic about our ability to prevent millions of Facebook comments going untamed?

Try it out for yourself!

For over a year now, the international scene has been restless with intense preoccupations such as political instability in many middle-east countries, severe economic depression, and… upcoming elections!
2012 is definitely the year of changes, as several leading western countries prepare to choose their own leadership! The US presidential election is obviously one of the more decisive ones, and definitely the one with the most coverage throughout all media channels. Nothing new here, but all things considered, there is one media which has evolved in the most interesting of manners since 2008: that’s Social Media

What it was like last time around

Here’s a quick comparison of the state of the main Social Media networks 4 years ago, compared to what they’ve currently turned into.

The use of Social networks by registered voters

Although the millennial generation can’t vote yet, the use of social networks by >30s  grows stronger each day, with peeking levels of engagement & sharing, helping spread the word for both parties and keep an ongoing debates and interests alive throughout online communities.

The use of Social Media in the 2008 US presidential elections

The potential of Social Media in 2012

Politics is money

Without money to back it up, politics is nothing but ideas. Fundraising has always and always will be the backbone to the whole system, and is definitely one of the aspects which Social Media has helped develop the most. Here’s why, it’s simple math really:

Social media can get you more votes

The endgame of campaigning is obviously to be elected, and Social Media provides a great landscape for building alternate means of communication as your own followers are also potential mass-preachers & converters themselves, through their own personal networks!

Not all politicians “get” Social Media

Obama, the social media Jedi

President Obama has displayed a liking and effectiveness (well, his campaigning team at least, but it’s the same thing right?) at harnessing Social Media’s potential, like no other candidate (current or past).

The smart use of his new Facebook Timeline profile to sum up his pro-job creation policy over his first mandate is the best example of this yet!Just take a look!

Nicolas Sarkozy: last-minute networking

In contrast, incumbent French president Nicolas Sarkozy is up for reelection this coming Sunday, and has only started tweeting on last Febuary, in a vain attempt to appeal to the younger generation of voters.

This being said, Sarkozy’s best outreach over this social network lately was through the scandalous outcry created by the contested closing down of fake parody profiles by Twitter itself. (read more about it here)

There’s more to it than the big show

Once the big elections have come and gone, social media will still be here, and it”s already an active part of the political scene in many countries.

A few month ago, congress support of SOPA bill was shaken by online initiatives pushing people to petition their own representatives into dropping the bill. Although the bill’s passing has most probably only been staled for now, here’s how the networking initiatives affect its support in congress:

Sources:

• http://socialtimes.com/political-fundraising-infographic_b91001
• http://www.mediabistro.com/alltwitter/politicians-dont-get-twitter_b20338
• http://venturebeat.com/2012/03/02/obama-facebook-timeline/
• http://www.simplyzesty.com/social-media/more-controversy-for-twitter-accused-of-censoring-sarkozy-parody-accounts/?utm_source=feedburner&utm_medium=email&utm_campaign=Feed%3A+SimplyZesty+%28Simply+Zesty%29
• http://www.out-law.com/en/articles/2012/february/twitter-accused-of-censoring-french-president-parodies/
• http://www.mediabistro.com/alltwitter/social-media-then-and-now-the-2008-and-2012-presidential-elections-infographic_b18132
• http://www.mediabistro.com/alltwitter/only-2-of-internet-users-get-their-political-info-from-twitter_b18435
• http://socialtimes.com/infographic-how-the-people-leveraged-social-media-to-change-congress%E2%80%99-mind-about-sopa-in-1-day_b88327

Social Media may be relatively new recent addition to our everyday lives, but very much like the rest of what makes up our existence it abides by the same principle of randomness and what can often be perceived as unfairness.

In a few words:

Sometimes you get cucumber, sometimes you get raisins (see following video)

The proof is in the pudding

Here’s an interesting experiment that shows just how envy is not only common to mankind!

2 monkeys put up to performing the same trick in exchange for food incentive. The first one is quite content with getting pieces of cucumber, until he observes that his neighbor is getting raisins for the exact doing same thing.

Expérience amusante sur un singe par Spi0n

This video goes to show just how primitive the emotion of envy is. But above that, it’s a good reminder of how there’s no absolute rule that 2 people/entities will obtain the same results when displaying similar efforts.

Social Media popularity: back to school

Popularity, a key notion for most of us all the way through junior high and high school… and it lives on long after graduation!

Those who get more fans, followers, likes, visits, conversion rates, leads, etc. will always bring out the envy of their peers. It’s been that way since the schoolyard, and online networking proves to be just another extension of this.

Social Media is no exact science, that much is pretty  obvious and explicitly stated through the word ‘social’, it’s all about interaction between people and therefore cannot be held to any sort of standard/specific rules other than the great principle that outline it’s functioning:

• Engage (ask, answer, poll, joke, whatever feels appropriate)

• Speak your mind (it’ll seem much more interesting)

• Take a genuine interest (don’t just use automated& & spammy messages, be authentic)

• Don’t procrastinate (like all things Internet social media is about the instant, putting off answering a query to tomorrow could be the difference between reaching out to someone for good or failing)

This being said, there’s no reason you shouldn’t get a little help with all this. As I said before, there are no strict rules to how things should be done except those of common decency.

Check out Scan&Target’s Social Media monitoring tools

Our Facebook Fan Page Community Management application OOROOK:

Our application will help you monitor, moderate, and engage with your fans & followers while protecting your brand 24/7!

Read this article for more information on protection from webspam.

Our Conversational Analytics API,

Our API provides insightful conversational information through the analysis of vast quantities of data from almost any networking source available (Facebook, Twitter, blogs, Im, etc.).

It  can be easily integrated into any monitoring dashboard you may already use and will optimize the identification & segmentation of all inbound data, henceforth increasing lead generation, customer satisfaction, brand image protection, sentiment analysis, etc.

Read this article for more information about how our analytical engine works

You can set up your own free trial account for 1 week:

It’s one of those words that’s one everyone’s lips, or at the tip of their fingers, eagerly typing away all over Social Media networks:

The word is ROI.

Opinions are divided, to say the least, when it comes to applying the concept of Return On investment to the world of Social Media.

On the one hand, there’s those who would have us apply it to online channels of communication and acquisition in the same way it has been applied to other traditional channels over the past decades.

But then, there’s those who are convinced that it simply doesn’t apply. The fact is Both side aren’t so far off-target when to comes down to considering any sort of social media return whatsoever.

ROI on social media

The same way one might analyzed the return on investment of print advertising, a TV commercial or an email campaign; one could consider the following criteria in attempting to establish the ROI pf Social Media.

Supposing you’ve got a structured Social Media strategy up and running, the following are the fundamental criteria you should be analyzing:

• Your website’s traffic (by referral source)
• The number of registrations (through your website or other portals)
• The download activity (content and/or software you have on offer, whether it’s free or not)
• The increase/decrease in your subscribers, fans, followers, etc. (Facebook, Twitter, etc.)
• You website(s) Google Ranking: basic SEO
• Increase/Decrease in sales, up-sales, cross-sales, new/existing customers, etc.
• Mentions of your brand eg. number of positives/negatives
• Increase/Decrease in the handling time of your customer service

Decreases in costs are vital to take into account, although they are hard to truly establish. Overall, a coherent Social Media presence requires extra costs and should not be a substitute to other channels, such as traditional PR for instance (the 2 are complementary, not in competition, for they do not reach the same audience).

For those of you who are looking to sum all this up in a few simple words, here’s a little math for you.

The equation Socia Media ROI could be the following:

ROI % = (Benefits minus Costs x 100) / Costs

The original video and its article are found here

Forget ROI

In contrast, those who simply deny the mere possibility of evaluating the exact return on investment of Social Media prefer to view its true efficiency in the following terms:

Ultimately, what it comes down to disregarding the specific term ‘investment’ for other alternatives. There a many ways of conceptualizing these alternate notions, here are a few:

• Engagement:

How much time and effort is spent interacting with others (individuals or entities) and what can be measured in the outcome

• Participation/Involvement:

Measuring and valuing the time spent participating in and creating conversation/social objects.

• Attention:

Focusing on seizing the attention of your potential audience. Keeping them captivated is crucial.

• Trust :

Measuring the authenticity of your social media engagement and the potential prospects for future business

In the end, the choice is yours: Return on Engagement, Involvement, Attention or Trust, etc. The most important aspect is definitely being able to assess if and how your action are coming across as authentic and legitimate through Social Media.

Whether it’s Public Relations, Lead Generation or Customer Service, a coherent use of Social Media implies that you give yourself the means to build your community one step at a time as it is a long term process of which the significant results will only be obvious over time and effort put into it.

Here’s a little summary of the main reasons to comply with this broader definition of ROI and embrace Social Media nonetheless if you haven’t done so yet!

The complete infographic is found here

http://www.mediabistro.com/alltwitter/brands-online-culture_b19579

http://socialtimes.com/social-media-roi-video_b89602

http://www.business2community.com/social-media/5-ways-to-measure-social-media-success-0148521?utm_source=feedburner&utm_medium=email&utm_campaign=Feed%3A+B2C_Social+%28Social+|+Business+2+Community%29

http://www.business2community.com/social-media/27-resources-for-assessing-and-maximizing-social-media-roi-0148404

http://www.business2community.com/social-media/how-to-use-social-media-for-customer-acquisition-0150281?utm_source=feedburner&utm_medium=email&utm_campaign=Feed%3A+B2C_Social+%28Social+|+Business+2+Community%29

More than once, we’ve mentioned how crucial eliminating the ‘noise‘ is when dealing with massive amounts of contents from social media, in order to highlight what is really of interest to you.

In a similar manner, disambiguation is a key concept of any technology revolving around textual analysis.

For instance, this will be the case if you’re searching for terms which may have multiple meanings depending on language, context, regions, age groups, etc.  In any of these cases it is vital that the appropriate occurrences of the term’s uses be processed and not other.

Failing to do so will inevitably end up clogging up your filters with useless data which in turn will diminish your engine’s efficiency.

This type of scenario can easily be illustrated with the following terms:

• Apple: will not always refer to the brand producing the iPhone (cf: confusion with the fruit)
• Free: is the name for one of the top 4 Internet and mobile providers on the French Market (cf: confusion with the term’s use in English)

Context is king

We aim to focus on the analysis of massive amounts of unstructured and strongly altered data (with sources such as Twitter, Facebook, Youtube, etc.) in order to detect useful information such complaints, opinions and sentiments.

This particular type of analysis is where traditional solutions, based purely on keywords, will fall short of our technology’s capacities. There are 2 main reasons to this:

• words such as ‘orange’ will be linked to the type of fruit because a simple keyword analysis process does not possess the knowledge of the current context or lexical field it is analyzing.
• an altered version of a keyword will no be captured by the analysis process. For instance, ‘smsng’ for Samsung or ‘ryana’ for Rihanna, etc.

The challenge

In the base case scenario, even if the 2 previous limitations were to be overcome by a keyword analysis, the entire process would still be flawed because of the outstanding massive amounts of noise (the uses of the word orange when dealing with the European Telecom company which carries the same name).

This is precisely the type of situation where Scan&Target’s technology will prove to be extremely pertinent and valuable.

A little brand history: Orange (french telcom co)

Why is it such a complex case?

ORANGE is one of the leading Internet and mobile providers on the French Telecom market, it’s now the main subdivision of the once State telecommunications operator France Telecom.

Using Text Analytics in regards to any topic pertaining to ORANGE is impossible without disambiguation.

This can be illustrated by a simple Facebook search, using the keyword ‘orange’:

https://graph.facebook.com/search?q=orange&fields=message

The following is a screen-shot of what the search returns:

The sheer amount of raw data returned above clearly shows how difficult the task is.

The challenge Scan&Target undertakes when faced with this problematic is to replace all data, even the altered formats, in its original context in order to eliminate the noise.

Disambiguation in action

We’ve sketched out a couple of graphics which illustrate the previous points in this article.

Setting the filters

The first graphic shows quite clearly how our disambiguation process enables us to identify content with specific topic and category  filters.

The addition of a vertical filter (industry cluster ontologies) optimizes the process and always returns the most pertinent data analyzed.

• The topic filter is sub-categorized as follows:  Brand / Product / People
• The category filter is sub-categorized as follows: Sentiment Analysis / CRM / Intent
• The vertical filter will be one of the following: Hospitality / Telecom / Automotive

The ORANGE use case

This second graphic illustrates how our filters would be set to process the analysis in the ORANGE scenario.

In such a case the Topic filter would be set to ‘orange’ (as the brand’s name is the most basis for the analysis).

The vertical filter would be set to ‘telecom’ (as it is the company primary industry, albeit not the only one).

The category filter is set to ‘complaint’ (as the company’s main use for social media is for customer support, but this may vary depending on how the company wishes to orient the analysis)

Analyzed occurrences 1 to 4 show how the analysis gets increasingly accurate as more filters are added:

• occurrence #1 is the least pertinent, as it only uses the topic filter and has nothing to do with the type of data we’re trying to extract from the analysis. This is a typical illustration of the confusion in terms we reviewed earlier in this article.

• occurrence #2 is pertinent although not precise because it only combines the topic and category filters. It reveals that an ORANGE customer has a problem but not what kind.

• occurrence #3 is pertinent for it reveals positive sentiment about the brand product by using the topic and vertical filters.

• occurrence #4 is by far the most pertinent as it combines all 3 filters, hence revealing user content related to a problem with an ORANGE product.

Social Media is now the preferred channel for  81% of all American sports fanatics.

The complete infographic is found here

The proof is in the pudding…and there’s plenty of desert to go around! Let’s take a look at the latest examples

March Madness

The famous American College Basket ball competition ended but a few days ago, and the overall 2,065,060 tournament-related tweets it produced (from March 15th to April 2nd) speak for themselves.

The peak was measured after the final game, with over 30,000 tweets a second!

The complete infographic is found here

Linsanity

New York Knicks player Jeremy Lin was the center of passionate Twitter debates last month as he led his team into 7 straight victories. The hashtag #linsanity was coined overnight and its use even overtook that of the team’s offical #knicks. Also, his account raised from under 40,000 to 400, 000 in day, that’s a 1000% increase!

The complete infographic is found here

The Superbowl

This year’s Superbowl may already feel decades away but it’s still a great illustration of the place social media has currently taken in sports. Without even considering Madonna’ performance at half-time, the sheer amount of data exchanged over its duration is amazing. the dedicated Social Media Command Center tracked a whopping 64 million impressions at kickoff, which would be equivalent to $3.2 million in advertising revenue if monetized.

The complete infographic is found here

Next stop: the London olympics

Imagine what new peaks of social media usage will reached this coming summer when athletes from countries all around the world convene for the biggest international sports competition that takes place every 4 years.

Here are a few numbers about the 2012 Olympics which might give you a hint as to just how massive we can expect the (social) media coverage to be…

Sources:

http://www.mediabistro.com/alltwitter/social-media-sports-fans_b18702#more-18702

http://venturebeat.com/2012/04/03/march-madness-tweets/

http://mashable.com/2012/03/09/tweetstargame-bizspark/?utm_source=feedburner&utm_medium=email&utm_campaign=Feed%3A+Mashable+%28Mashable%29

http://www.mediabistro.com/alltwitter/which-team-leads-the-twitter-pre-super-bowl-buzz-infographic_b18203

http://www.business2community.com/social-media/super-bowl-xlvi-goes-social-amplifying-the-game-experience-online-0136601?utm_source=feedburner&utm_medium=email&utm_campaign=Feed%3A+B2C_Social+%28Social+|+Business+2+Community%29

http://www.business2community.com/social-media/super-bowl-xlvi-social-media-audience-delivers-64-million-impressions-0136765?utm_source=feedburner&utm_medium=email&utm_campaign=Feed%3A+B2C_Social+%28Social+|+Business+2+Community%29

http://www.mediabistro.com/alltwitter/brandwatch-super-bowl_b18275

http://www.mediabistro.com/alltwitter/super-bowl-tweets-record_b18311

http://www.mediabistro.com/alltwitter/jeremy-lin-facebook-twitter_b18784

Soyons franc.

Si ce n’est pas déjà le cas, il est clairement l’heure de considérer ce qu’il se passe au-delà du domaine propre à votre canal de relation client traditionnel.

Ce qu’il vous faut c’est une stratégie de service client dédiée au médias sociaux, une stratégie avec suffisamment d’inertie pour relever le défi du Big Data.

Le temps de débat est passé, les médias sociaux sont bel et bien présents et la relation client est de loin l’un de des aspects les plus prometteurs pour une entreprises, quelque soit son domaine ou dimensionnement.

Les clients a travers les medias sociaux

Prenez quelques instants pour prendre connaissances des statistiques suivantes

L'infographique complet se trouve ici

Mettre en route sa strategie

Voici quelques questions qui pourront vous servir de point de départ :

• Comment comptez-vous gérer les plaintes sur vos comptes officielles ? (Facebook, Twitter, etc.)

• Quelle sera votre réponse aux phénomènes de trolling? (si vous ne connaissez pas le terme, prenez-en vite connaissance ici)

• Quels seront vos objectifs en termes de temps de réponse ?

• Quel taux espérez vous atteindre en terme de résolution de plaintes ?

• Allez-vous diviser vos ressources entre l'équipe chargée de répondre aux plaintes et celle s'occupant de la négativité en générale ?

Pour vous aider à trouver les réponse, voici quelques concepts clés concernant l'implémentation du service client à travers les médias sociaux

• Connaitre le profile des clients utilisant ce canal

• Savoir évaluer l'urgence réelle des requêtes

• A tous moments, garder à l'esprit  que les médias sociaux reflètent instantanément votre image de marque

• Ne pas ignorer vos canaux de communication traditionnels une fois votre communication établie sur les médias sociaux

Au cas où vous auriez encore des doutes, voici ce qu'il se passera si vous ne prenez pas en considération ces principes fondamentaux

L'infographique complet se trouve ici

Adopter le Big Data

Il faut comprendre que se lancer dans la relation client à travers les médias sociaux n'est pas une mince affaire.

La quantité d'information devant être prise en compte (qui se chiffre chaque jour en milliards de 'likes', 'tweets', commentaires et de 'posts') est a elle-seule la plus grosse des problématiques qu'il faut résoudre.

C'est dans ce contexte que s'impose la solution d'analyse et de traitement du Big Data developpée par Scan and Target.

Voici une courte liste de nos fonctionnalités. Celles-ci vous seront cruciales lorsque vous vous lancerez dans l'utilisation des quantités massives d'information disponibles à travers les médias sociaux pour augmenter l'efficacité de vos relations clients, quelles que soient leurs natures.

• la catégorisation: l'utilisation de filtres, tags et règles afin de répartir les données en segments utiles et cohérents

l'intention d'achat

• Le Sentiment Analysis: la classification des données en mentions positives ou négatives
  

Le sentiment negatif

Le sentiment positif

• Les Topics: comprendre quels mot-clés et tendances sont associés à votre marque

Attendez, ce n'est pas fini!

N'hésitez pas à nous contacter si vous souhaitez discuter d'avantage de la meilleure façon d'intégrer nos capacités analytiques du Big Data afin d'augmenter l'efficacité de votre service client.

Ou encore, passez voir notre stand sur le salon Stratégie Clients 2012 Conference  ou assistez à la conférence qu'y donnera Bastien Hillen le Jeudi 5 Avril

Sources:

http://www.mediabistro.com/alltwitter/social-media-customer-service_b19539

http://mashable.com/2012/03/02/how-to-maintain-traditional-customer-service-in-the-social-media-age/?utm_source=feedburner&utm_medium=email&utm_campaign=Feed%3A+Mashable+%28Mashable%29

http://www.socialmedia.biz/2012/03/21/customer-service-is-the-new-marketing/?utm_source=feedburner&utm_medium=email&utm_campaign=Feed%3A+typepad%2Fsocial_media+%28Social+Media%29

http://www.socialmediaexplorer.com/digital-marketing/customer-service-trait/