Hosted Call Center Featured Article

EpiAnalytics and Salesforce Collaborate to Improve Social Sentiment Analytics

October 22, 2012

Every day large amounts of data is created through social media networks, and this data has information that can be analyzed to give organizations the tools to offer better customer service and make their organization more efficient. EpiAnalytics and Salesforce are two organizations that process data from different sources for real-time analytics of customer comments and feedbacks to provide insight that is valuable for an organization. By joining Salesforce, EpiAnalytics will provide its real-time text and sentiment analytics called EpiInsights.

Some of the key features of EpiInsigths include:

  • Immediate automation of social business processes and workflows to improve customer service
  • Better user adoption to manage all social insights in one location
  • Address multiple business objectives within the Marketing Cloud Insights dashboard
  • Identify negative comments quickly

"Unlike traditional text analytics solutions that have been designed to analyze unstructured data in batch mode or inside of a separate data warehouse, EpiAnalytics technology is unique because it was designed and built as an integrated, real-time solution. EpiInsights transforms social comments into structured data to bring additional value to Salesforce Marketing Cloud customers. Businesses are now able to react quickly to consumer comments, requests and complaints. Simply plug in our solution and start making social comments more actionable and more operational for your brand," said Jim Vecchio, executive vice president and co-founder of EpiAnalytics.

The power of social media is undeniable, and harnessing the data that exists in this platform gives companies the ability to respond to the needs of their customers, partners and other businesses immediately. The addition of EpiAnalytics will give Salesforce’s Insights Ecosystem more power to manage social media engagements across all platforms using 20 industry leading social analytics providers.

By actively listening to the insights, it gives businesses actionable information to improve across the board operations of an organization. Insights gives the client the tools they need to filter through what is relevant amongst the large amounts of unrelated data created in social media networks every day. Creating actionable social intelligence enables companies to connect with their customers with speed and relevant answers to their concerns.

"Today's leading brands recognize that social media is transforming the way they connect with customers on a global scale. By leveraging the power of the Salesforce Marketing Cloud, partners such as EpiAnalytics are empowering companies to take advantage of this shift and turn insights from millions of conversations about their products, brand and industry into actions that strengthen customer relationships," said Michael Lazerow (News - Alert), CMO of Salesforce Marketing Cloud, salesforce.com.

All of the data acquired with these tools can be measured to identify how social activity drives sales and customer improvement practices. Course of action can be adjusted accordingly to create more effective campaigns and strategize new solutions.




Edited by Brooke Neuman

Article comments powered by Disqus