Socia-Live: real-time insight into your social media customer service

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Capita Customer Management 3rd October 2018 3 minute read

Socia-Live: real-time insight into your social media customer service

On the 19th and 20th September, Capita Customer Management hosted an event at our head office in London to showcase the great work of our Innovation team to the wider business. One of the tools featured at the event was Socia-Live, a new web application developed by Capita that provides businesses with real-time insight into how their brand is performing on social media. 

Socia-Live provides users with a real-time view of how their brand is performing against a host of customer service metrics, as well as how their performance compares to their closest competitors. While other social media tools exist, Socia-Live is the only one built from the ground up with a focus on the customer services industry. Our people have used their combined decades of experience and expertise to accurately record the nuances of each sector to ensure that conversations are categorised correctly, customer journey steps are accurately reflected in the analysis, and sentiment is accurate and reliable.

For Innovation Lead James Brooks, one of the key people behind the development of this tool, looking beyond the surface level of your brand’s social media engagement is a no-brainer. “It is true that your marketing department may be tracking vanity metrics such as ‘likes’, ‘retweets’, ‘reach’, and ‘engagement’, but there’s a whole host of data you can use to improve your end-to-end customer experience and take meaningful action,” says James.

Socia-Live allows users to identify and utilise this feedback, providing you with insight including sentiment trajectory, Twitter response times, customer journey analysis, and UK Customer Satisfaction Index integration. “Your social customer service teams are probably engaging with customers right now, about a range of topics, but the reason for contact has likely been driven at a particular point in the customer journey which has failed to live up to expectations,” says James. “Right there, you’re getting free, unsolicited customer feedback – how valuable is that?”

Interested in learning more about Socia-Live? Get in touch with James at james.brooks@capita.co.uk

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