Milestone is generating e-buzz with social media monitoring that helps clients manage online reputation.
Web Intelligence Solution:
Social Media Monitoring
- Home
- Solutions
- Web Intelligence
- Social Media Monitoring
Real-time insight from social media data drives competitive intelligence
What are customers saying about your company and your products? What do they want to buy next? Is there a usability problem with your service? Do you have a product recall situation in the making? You can answer all of these questions by monitoring blogs, forums, and other social media outlets — if you can efficiently extract the right data and transform it so that it's usable.
Only a few of the largest social media websites, such as twitter and Facebook, provide APIs to their data, and often these APIs offer limited access compared to what is available through a web browser. If you need real-time, structured data from social media sites, you cannot rely on existing APIs. You need a solution that also extracts and structures data from the HTML front-end where you can be sure that the data is complete and fresh. You need Kapow.
Featured Customer Success Stories in Social Media Monitoring:
Challenge
- Launch a social media management service (www.ebuzzconnect.com) that would enable hotels, restaurants, and businesses to monitor and manage online reputation and social media channels from a single integrated interface.
- Needed to extract reviews, rankings, and blog posts from 40 hotel and hospitality sites, including hotels.com, Orbitz, and FaceBook.
Solution
- Enables hotels to monitor and manage online reputation by aggregating content from dozens of sites in real time.
- Offers powerful reporting and the ability to provide actionable reports that can help hotels improve services to customers and increase profitability.
Results
- 3 developers maintain the site, with plenty of time to focus on adding new features and content to grow the service.
- Milestone was selected to present eBuzz Connect™ at the 2009 Travel Innovation Summit. Out of hundreds of competing innovators from around the world, Milestone was one of only 30 to take the stage.
- eBuzz Connect won a Silver Award in the Web Applications Category from the Hospitality Sales and Marketing Association International (HSMAI), the largest and most prestigious travel marketing competition globally.
With Kapow, a leading provider of business software was able to increase their monitoring of social networking sites from 1% sample size to 100% with zero increase in staffing.
Challenge
- Increase customer loyalty for a popular software product.
- Gather customer feedback across multiple touchpoints including CRM applications, contact center notes and call transcripts, email, captured internet chat sessions, external forums and review sites such as Amazon and CNET.
- Current solution covered less than 1% of overall customer feedback.
Solution
- With Kapow they get custom, automated, real-time data feeds from all required sources.
- This includes social networks, review forums, blogs, internet chat and CRM systems.
Results
- Real-time visibility of analytics and action on every customer feedback instance.
- Zero headcount increase.
- Zero administrative cost.
P&G uses Kapow to monitor social media sites for consumer reaction to their company and products.
Challenge
- P&G wanted a more automated way of tracking and responding to social networking discussions that mention P&G products.
- They were performing manual search of websites, but this was too time consuming and they were missing out on vital information needed to make the data sampling relevant.
- The Text Analytics team was responding to requests on an ad hoc basis by doing a search with custom-built robots and providing their analysis in PowerPoint.
Solution
- P&G is now using Kapow robots for social media monitoring.
- They build custom robots to search social media sites for key words related to the brand, circumstance (for example, new product launch) and location.
Results
- LOB managers get real-time insight on consumer reaction to new product releases, product recalls and other issues that affect sales and margins.
- With fresh data, P&G can react and respond quickly to opportunities and threats. This is particularly important for new product releases and product recalls, when problems with products are in the news and under discussion on social media sites.
A leading mobile phone manufacturer uses Kapow to monitor blogs, forums and social media sites for consumer commentary on their mobile phones.
Challenge
- They needed a more effective way to extract business intelligence on mobile phones and mobile phone customers from comments found on blogs, forums and industry websites.
- They were using a home-grown solution that was offsetting benefits with excessive maintenance and troubleshooting costs.
- They needed a robust platform for web data extraction and integration that could handle JavaScript, Ajax and other challenging source content.
Solution
- Kapow robots automated web intelligence, with no coding required.
- Collected web data is integrated directly to an internal database.
Results
- More comprehensive and accurate data for making product decisions.
- Easier maintenance and development with the Kapow platform compared to their previous home-grown solution.
- More robust technology for extracting data in JavaScript, Ajax and other difficult web content sources.