Social Media Monitoring
Social Media Monitoring and Analytics Platform
Some examples of metrics that can be tracked through social media analytics include engagement (likes, comments, shares), reach (the number of people who see a piece of content) and clicks
Grentor –SM platform monitors public data of citizens engagement and activities on social media campaigns for a specific department of enterprise or for the federal body itself. Grentor collects data from different social media platforms, news sites, blogs, forums and integrate into the Dashboard. Picks up relevant posts, analyses, segregate & reply and raise a ticket for the citizen on the complaint. The platform has the capability of prioritizing the information collected from different sources based on the keyword and display it to the key personnel/ department to take the necessary action.
Flow Diagram
Features of social media monitoring
Digital Campaign Monitoring
Platform offers real time monitoring of conversations across a range of social media platforms and comprehensive actionable intelligence including sentiment analysis, audience intelligence, demographic analysis, competitor benchmarking, industry trend monitoring and others.
Ticketing & Complaint Management
The platform has dedicated interface for key personnel to manage all the incoming cases and handle ticket with ease by employing multiple workflow actions such as close, ignore or re- assign, which are controlled by permission setting set by supervisors. The Agent Inbox should allow users to view customer’s historical conversations and pre-recorded customer details to get a better context about the case.
Automated Intelligent routing
The platform allows user to create intelligent routing which can route in-coming messages to specific agent or group of agents. The rules can be created based on keyword filters or via integration with platform where social handles are mapped to customer’s database.
Campaign Analytics using NLP
With Grentor-SM, enterprises or federal bodies can view location wise distribution of the conversation, word Cloud and heat maps to show the popular topics and hour analysis. Topic wise classification & Sentiment Analysis in multiple languages or mix of languages. Influencer analysis and profiling of the influencer.
Benefits
Collect data from various source
Grentor-SM supports multi-platform integration into one single window dashboard supported via trusted API’s. Public data can be collected from global social platforms i.e. Facebook, Twitter, Pinterest, Instagram etc. adding further local news sites, blogs, review sites, forums etc.
Listen to Voice of citizen (VoC)
With help of sentiment analysis backed by word cloud, geo-location, engagement and other available data on Grentor – SM, enterprises and federal bodies can now understand the public’s perceptions and opinions about their policies and activities. Using Grentor – SM Enterprises and federal bodies can improve their services, make better decisions, and build stronger relationships with the public.
Integrate your CRM
While Grentor takes care of your social media image and activities, its also important to understand your customers pain points and complains recorded in your internal CRM system. Grentor -SM can integrate with your CRM system and helps to create personalized history of user specific to his usage and complaints and address them at priority on social media platforms
Track your Competitor
Grentor -SM provides your competitors’ activities and strategies over time i.e. Reviewing the content and engagement of competitors’ on various social media platforms, Analyzing competitors’ social media interactions, Competitor hashtag analysis, follower growth and engagement analysis. Such comprehensive competitor analysis helps to adjust your strategy accordingly in respect to the changing market requirement and competitor’s approach.