Social media monitoring and analytics

Our social insight reporting tools capture and analyse what customers are talking about on your social media channels, compared to your competitors, helping drive intelligent actions for your brand.
Lady using mobile

Optimising your social media channels to drive revenue

Businesses that aren't taking social media seriously will fail. There are 2.3 billion active social media users​, with 500 million Tweets sent each day – that’s 6,000 Tweets every second​.

There is a huge wealth of customer data contained within social media interactions, and our experts can help you to sort through this feedback to find genuine valuable insights.

60,000

webchats handled per month for O2

95%

of comments responded to in 2 hours for Debenhams

How it works

We've created a suite of social insight reports, which capture and analyse the key topics and metrics of social media engagements, compared to your competitors. We can:​

  • analyse direct interactions between customer and brand in respect of customer service​
  • measure engagement efficiency, effectiveness and behaviour of both customer and brand ​
  • provide topic and sentiment analysis overlaid against the customer journey​.


Socia-Live

Socia-Live is a web application, developed by Capita, that provides businesses with real-time insight into how their brand is performing on social media against a host of customer service metrics, as well as how their performance compares to their closest competitors.

While other social media tools exist, Socia-Live is the only one built from the ground up with a focus on the customer services industry.

Socia-Live allows users to identify and utilise social media feedback, providing you with insight including sentiment trajectory, Twitter response times, customer journey analysis, and UK Customer Satisfaction Index integration.

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How can we help your business progress?

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