Social Media

Social media monitoring tools allow organizations to monitor multiple social networking sites such as Twitter, Facebook, and LinkedIn. Keywords and sentiment are used to trigger notifications to the user to alert them of mentions on social networking sites. Through a user-friendly interface, users can reply back to posts without going into the social site. Keeping detailed tracking of replies and responses, as well as metrics related to mentions of one company versus their competitors.

The Most Popular Social Media Sites to Monitor

Twitter
Facebook Groups and Pages (public)
Blogs: Post full-text (even for partial feeds) and comments
Mainstream media sites and other sources that provide an RSS feed
MySpace forums
vBulletin forums
phpBB forums
Zeroforum Forums
YouTube metadata and comments
Wikipedia and Mediawiki
Newsgroups
Amazon reviews

Interactive Intelligence and Social Media Tracking

Notifications

Based on configuration, the customers selected Social Media Monitoring tool will look at a variety of social networking sites looking for mentions of keywords of interest to the organization. Once the keyword is located, an email notification is generated and sent to a specified email address. The email can be customized and formatted. Ideally it will specify the keyword found, include a sentiment score (negative, positive, or neutral) based on the context of the message.

Routing

Interaction Attendant is set up to monitor the specified email address the Social Media Monitoring tool is sending notifications to. Using the keyword and sentiment tagged in the emails generated by the Social Media Monitoring Tool, Attendant will parse through the message to determine the appropriate user to forward the message to. Based on the keyword, the department, and the sentiment of the post, as well as skills and availability of the agent, Attendant will route the interaction appropriately.

Responding

Once the agent receives the notification from the Social Media Monitoring tool they have two options. Based on the configuration of the email, they can either click a link and be taken directly to the social media site, or they can be directed to the Social Media Monitoring tool page. From there, they can automatically reply back to the customer. If replying through the Social Media Monitoring tool, a detailed history will be kept related to the interaction. Users can go back in at any point to see the details of the workflow.

Reporting

The Social Media Monitoring tool allows for the reporting of keyword and company mentions on social media sites. This information can even be used to compare sentiment of items versus the sentiment of mentions for competitors. For example, reports can be generated to match up positive feedback related to a specific product compared to a competitor’s product. Additional IC related reports can be generated to show the details of the overall interactions.