Powerful and Comprehensive Social Media and Social Relationship Management (SRM) Solutions

Overview

Listen

Astute SRM continuously monitors millions of social media sites - including blogs, Twitter, Facebook, YouTube and review sites - for relevant conversation about your brand, products and more. It determines what is relevant to you, and filters out the "noise." You capture the most relevant information with the least amount of effort. Learn more >

Analyze

With Astute SRM, you'll understand what's really on consumers' minds and what they care about. You'll see the volume and velocity of relevant comments on social networking sites, and understand what's positive, negative, affectionate, disdainful, and more via sentiment analysis. You'll see the real-time emerging trends, top conversations, local hot topics and how they relate to your company. You'll learn who is driving the conversations, where they are, their level of influence, and who they're influencing. Learn more >

Manage

With extensive workflow capabilities, our social media management solution determines how specific issues should be handled, when and by whom, and how quickly. It routes priority issues to the right person at the right time - right to their inbox, mobile device, browser, instant messenger, or CRM tool. Your representatives can create and manage responses, collaborate with others, delegate, add notes and more - all within our social media management tool. Efficiency increases while costs decline. Learn more >

Engage

You'll see where those that are singing your praises - and those singing the blues - are hanging out. At the right time, you can respond to relevant tweets, posts, comments and discussions, either to an individual or to a specific group. You'll improve responsiveness and engagement. Satisfaction, positive word of mouth and advocacy soar. Learn more >

Measure

Astute SRM enables users across the company to configure dashboards that track what they care about, whether it's the spread of your campaigns, discussion around your latest press release, or responses to service related issues. You'll measure reactions as they occur, where they are occurring, their reach, and intensity levels. You'll see the conversations behind the spikes and dips; and learn which geographies, age groups, channels, and gender are talking about you the most. Learn more >

Optimize

With Astute SRM, you'll gain actionable insights for driving improvement and innovation across your enterprise. You gain the high level and detailed information needed to promote and protect your brand, optimize processes, efforts and investments, deliver market-leading products and services, and create an agile enterprise.

Capabilities

Our Social Relationship Management solution's capabilities include:

• Comprehensive Social Media Monitoring — Our proprietary crawler automates the discovery of new and relevant conversations across over 150 million social media sites and constantly discovers new ones.
• Natural Language Processing (NLP) — Our solution leverages natural language processing to read and determine the content and intent of each social media interaction. It reduces the need for a staff member to read each post, tag or categorize it, and determine what to do with it. Astute SRM does so automatically.
• Intelligent Expansion — Because is leverages NLP, our solution doesn't limit its searches to the specific keywords, products and competitors you define up front. It automatically expands the topics, competitors and terms that are relevant to your industry through large scale association.
• Content Analysis — Our solution determines the meaning and intent behind each social media communication. It provides heat maps of conversations and shows you trends about the topics and issues that are being discussed. This helps you identify problems early on - or even capitalize on an early opportunity.
• Sentiment Analysis — Our solution goes beyond determining whether a conversation about you is positive or negative. It shows you which social media conversations indicate affection, appreciation, and gratitude, helping you identify where to build fan bases and learn what your customers like best about you. It also shows you where there is anger and disdain, helping you identify negative issues and problems that could spread rapidly and become a liability.
• Profile and Influencer Analysis — Our solution helps you understand who is talking about you and where they are. You'll see how an individual feels about you, their level of influence, language, source of their activity, geographic location, and even self-reported demographic information.
• Brand Analysis — Our solution shows you which terms and topics are being associated with your brand and your competitors' brands on social media sites. You'll learn how you're positioned in their minds—and gain insight to improve upon it.
• Workflow Automation — Our solution enables you to scale your social media interactions across your team, departments and enterprise. It automatically routes and escalates social media interactions based on rules you define, sends notifications, tracks sources for each post, enables collaboration and delegation between team members, and posts responses to the right channel. The management process is highly efficient and actionable. Your team members are collaborating and in sync for optimal results.
• CRM and Contact Center Integration — Astute SRM integrates with multiple contact center CRM solutions - including Astute Solutions' ePowerCenter, Genesys, Cisco, and Avaya - so a representative can quickly and systematically respond to an individual who needs assistance. In addition, the solution automatically creates a case record in the CRM system.
• Proactive Engagement — Our solution helps you identify where and when you're needed, and helps you deliver the right message at the right time through the right social media channel. You can engage with individuals via their preferred channel, in the right format, right within our tool. Acknowledge your appreciation for those that support or mention your brand. Offer assistance and answers when needed. Provide expertise to a group when appropriate.
• Social Profiles — Our solution helps to provide you a comprehensive view of an individual's online presence and interactions with you. You'll be able to identify your advocates and track their conversations. You can view the conversation history your organization has had with them, add and view notes, and integrate this information with data in your CRM system. You can even set up a specific filter just to follow what your biggest fans have to say about you.
• Extensive Reporting Capabilities — We provide a wide range of social insight reports to help get you started, including trends and details around conversation topics, sentiment, geography, influencers, comparison to competitors, and more. Additional reports can be quickly established for you and your team members as needed. And Astute SRM lets you focus your reporting and filter by numerous criteria. You can provide users and decision makers across the company the ability to view dashboards and see reports. They configure and view the exact information they need, when they want it. No need to ask you for updated reports. Or they can receive reports in PDF, CSV or other formats.

Benefits

Astute SRM closes the gap between gathering social media interaction data and strengthening the enterprise. It provides actionable insights for driving improvement and innovation. Decision makers gain the high level and detailed information they need to optimize their processes, efforts and investments. For example:

• Marketing and customer service teams identify and resolve emerging problems and before they go viral.
• Marketing and PR teams change direction quickly on a new campaign based on real-time conversation trends. Efforts and investments are optimized. Poor-performing campaigns are quickly put to rest before another dollar is spent.
• Customer service organizations uncover gaps in service processes and identify what's most important to key customers. Changes are prioritized and communicated proactively though social channels. Customer satisfaction, retention and advocacy increases.
• Marketing and sales teams gain real-time, detailed intelligence about their customers, prospects, and competition. They leverage this to improve messaging, targeting, search engine campaigns, and positioning. Revenue increases and market share expands.
• Product managers view the volume and content of conversations around improving existing products and adding new ones. The cost and bias of market research and focus groups decline, while new product launches are far more successful.
• Quality managers can identify adverse events in real time to mitigate risk, contain problems, proactively alert impacted consumers and control costs.
• Supply chain personnel are alerted to inventory issues immediately, eliminating delays, costs and errors.
• Research and Development gains a valid sample of real-time feedback that expedites requirements gathering, prototyping and testing. The time and cost of bringing new products to market plummet. The company is more responsive to market needs and gains market share.

Astute SRM equips you to operate with agility in the era of the empowered customer. It aligns the consumer and the enterprise for exceptional customer experiences and improved decision-making. Your customers sing your praises more than ever before as you acquire new ones faster - at a lower cost. You identify and quickly address gaps and problems with your processes, and communicate it back to your audiences. Your campaigns are more successful than ever. You protect and improve your brand equity. You roll out better products to market faster. All in all, the enterprise becomes much more aware, responsive, agile, and profitable. Now that's ROI.