Social media analytics

3AI September 10, 2020

Social media analytics

Problem Statement

• The social media space is filled with product reviews, insights and complaints in an unstructured format.
• The company required our assistance in extracting usable information from this data enabling them to create value for customers through customers needs and wants.

Analytics Led Approach

• Deploy a competent Social Listening tool that could gather all information and classify them into various buckets through queries and/or codes
• This information is then analyzed qualitatively and categorized within platforms, products and sentiments
• A report summarizing the complete search and the results is then made, highlighting the key conversation drivers and influencers toward parameters such as Brand image, product positioning & sentiments, customer engagements

Business Impact

• Complete customer insight and first hand feedback/reviews toward different products over social media
• Untapped information on product insights, customer needs according to reactions through existing products, adverse event notification and action etc.
• Customer engagement tracking, sentiment analysis and influencer analysis

Critical Success Factors

• Identified effective customer bridges for campaigns and promotional efforts
• Sentiment analysis and key influencer profiles helped streamline marketing decisions