SPi Global’s Social Media Response Management (SMRM) solution helps companies manage incoming and outgoing online interactions—along with other marketing activities—to maximize customer interactions and strengthen brand value.

Our SMRM offering streamlines and consolidates how companies listen to, measure and engage in relevant conversations in different online venues such as blogs, social networks such as Twitter or Facebook, and other public and private Web communities and sites.

We follow three simple steps to effectively keep track of online communications:

• Listening – discovering real-time, relevant and impactful conversations and keeping track of consumer posting
• Measuring – our reporting platform monitors, analyzes and tracks conversations Mentions are coded for positive and negative sentiments, themes are established to identify which are generating a lot of conversations and track corresponding followers. Negative sentiments are further analyzed to identify opportunities for improvement, measure unsolicited on-line CSAT results and respond to a new engagement channel. Positive sentiments aid in identifying category wins, and enables re-posting of messages for brand value which ultimately helps in establishing value-add customer services.
• Engaging – manage real-time responses and dialogue with customers

SMRM Platform

SPi Global uses a cloud-based platform that supports customer service, technical support and sales support. We facilitate our client’s social media channel similar to how we manage phone calls, emails and other interaction channels. We have a complete social media response management system that allows us to quickly, easily, and affordably add a managed interaction channel to marketing response and customer service operations. Our platform allows for:

• Capture and collection – to target and capture relevant posts and requests from a variety of different social media platforms
• Classification and analysis – to count, classify, and track sources, issues, type, sentiment, and more….
• Automated response – to automatically respond to posts, based on capture and collection rules, using response templates that we help you develop
• Integrated text and video agent – to “take the conversion private”- when needed – to ensure protection of your customers’ confidential information
• Your customers to use popular social media platforms to request and receive information, service and support.
• Monitoring and tracking, and eventually respond to, engage with and resolve issues raised by individual posting on social media networks about your company, your product or your service.

Sample Reports:

Social media is changing the way we do business. Our SMRM offering helps you attract new customers and retain them as well. We help you develop and implement a solid response-and resolution social media strategy to further strengthen your competitive advantage and attract more new customers.