18 London End,
Beaconsfield, HP9 2JH
If you are interested in finding out how we can support your Customer Experience; drive Brand improvement; want to find out more about what we do or are interested in working for us; please fill out the form below, hit send and we will do the rest:
aura is launching a new Social Media module for the Supersite V5 platform, complimentary to the recently-launched text analytics module and mobile app. The new social media module integrates feeds from the most popular global social channels such as Facebook pages, Twitter, Instagram and more. The module provides a smart way to combine a range of sources, together with transaction-style surveys, using advanced text analytics to highlight key insights.
With 42% of the world’s population active on social media, amounting to almost 3.2 billion people, there’s no doubt that social media is a rich data source. However, it isn’t a silver bullet. Feedback tends to focus on product rather than service, and the key to unlocking the power of social media is distilling the vast information into relevant topics, which in turn can help inform CE strategy. An understanding of which social media channels are frequented by customers of the brand, and which channels are popular in each market is crucial to success. Facebook is the undisputed king of social media globally, but whilst Twitter is the second most popular channel in English-speaking countries, Instagram is more popular in South America, Belgium, and Italy. It is imperative to understand these regional differences when determining which social channels to track.
The best suppliers make it clear to clients that working successfully with social media is a dynamic process, which requires constant updating to gain maximum value. Aura combines almost 20 years’ experience in customer experience management for the automotive, finance, and transportation sectors together with advanced text analytics and in-house social media expertise to identify key actions from social media content. aura approaches social media with rigor, using text analytics to identify posts and comments related to Customer Experience at both national and outlet level.
The social media module integrates directly with new Supersite v5, providing one platform for customer experience management which covers social media, customer feedback, action planning, customer alerts, mystery shopping, 5-star ratings and reviews.
For a demo please contact us at firstname.lastname@example.org