Social Listening and Reporting

Social Listening and Reporting in a nutshell

Social Media Listening helps understand the sentiments of the target audience. HGS Interactive works closely with brands to reach out to a wide network of customers, providing curated and customised responses keeping the brand sentiment at the heart of it.

Food & Beverage

Case Study

Using technology to drive positive brand sentiment for F&B giant's social media

The client is the world's largest restaurant chain by revenue, serving over 69 million customers daily and the world's second largest private employer. Founded in 1955, they now have over 30,000 restaurants in over 100 countries and are credited with revolutionizing the food industry. They have a very strong brand recognition and use social media to stay relevant in digital times.

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Financial Services

Case Study

Regional bank realigns for growth with a CX modernization roadmap

The client is one of the largest financial services companies in the West Indies. The client operates 100 bricks-and-mortar branches, a 400-person contact center, and rudimentary online banking channels. The client has engaged HGS Interactive not only for its CX consulting services but to provide inbound customer and branch support, outbound sales, and back-office processing support from Jamaica since 2012.

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Retail

Case Study

Creating Legendary Social Engagement for a Top Fortune 500 CPG Brand

The client came to us when their social volume increased 20% YOY, but there was also an increase in incidents and negative brand impact. Poor quality and response rates coupled with fragmented efforts across client teams resulted in poor sentiment, and the teams were not capitalizing on positive brand moments. Customer care issues were also not optimized for resolution.

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Media Entertainment

Case Study

Improving the customer experience with a unified social CRM solution

A leading media conglomerate, which owns multiple local and regional TV channels in India. The network generates more than 30,000 hours of content every year, spread over various genres and available in multiple languages. Every month, the network reaches approximately 720 million viewers and receives over 400 million downloads for their live-streaming app across India and in more than 100 countries.

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Entertainment

Case Study

Delivering excellent customer engagement for the biggest fantasy sports company

The client is one of the biggest Indian fantasy sports platforms that allows users to play fantasy cricket, hockey, football, kabaddi and basketball online.

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Benefits

Learn how social listening and reporting help you avert crisis

Social Media Listening can help protect your reputation by combating issues before they escalate.

Social Media Listening can identify leads and keep track of your competitors.

Our listening tools can help you listen to social conversations about your brand across multiple social channels.

We can spot emerging trends and major conversations with social media listening, helping you take the lead and stay ahead of competitors.

Our Social Listening and Reporting Services:

Online Reputation Management

We can help foster a genuine connection with your audience by listening, communicating and gathering valuable insights from them.

Crisis Management and Mitigation

We furnish crisis support services to brands and help resolve and mitigate volatile situations. We can help you create a proactive or reactive crisis management plan depending on your requirement.

Brand Protection

We have a team of experts who can help protect your brand across all channels with the help of advanced tools.

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FAQ

How do you come up with insights?

Valuable insights are derived from great social listening tools and market research, helping increase ROI and generate new leads for your business.

How will social listening make a difference to my brand?

Strategic decisions can be taken to enhance the digital presence and protect your brand's reputation based on social listening. We have the right resources to create frictionless customer experiences to increase the brand's revenue while creating strong customer relationships.

What data metrics can HGS Interactive capture?

We have many social listening tools that help us capture public conversations and to make sense of that information, enabling us to take prompt action to drive customer happiness.

We provide a holistic and quantifiable report on a number of metrics such as the engagement, reach, clicks, impressions, video views, customer sentiment, conversations, online mentions, escalations and crisis updates.

Speak to us about your business challenges.

Share your social media roadblocks and we will show you how we can address them. While we take care of generating ROI through your social strategy, you will be able to focus on your business plans and goals. Just experts doing what they do best!

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