Intelligence
Leveraging advanced listening tools and predictive analytics for insightful reporting, forecasting trends, and quantifying ROI, all harnessed to drive strategic decision-making.
Listening
Understanding customer perceptions and competitive environment across digital and traditional media platforms to glean insights that inform strategy and action.
Predictive Analytics
Anticipating future behaviors and preferences with predictive analytics to forecast trends and stay ahead of customer expectations.
Audiences & Attribution
We use data to help your brand and business grow by understanding each of your audiences at a conversational level and connecting actions to outcomes.
National Pet Care Retailer
Purr-fect Weekend Coverage Enables Pet Parent Love
Our Challenge
- Client seeking triage and response for social over the weekend, mitigating potential for negative PR and viral crises
- Pet parent interactions span a wide gamut from influencer mentions to product questions to health emergencies, requiring diverse responses
- Cases can reference hundreds of different products, brands, or services provided by the client, requiring complex keyword query
Our Solution
- Deployed our team weeks ahead of work start date to train on client branding and products; updated the client’s social care playbook
- Developed situational response time benchmarks through historical data analysis, separating the crises from the questions in the data
- Redesigned client listening dashboards, triage queues, approval pathways, and response scenarios to optimize connection and speed
The Results
- Active Listening and accurate, meaningful data have improved all aspects of the client’s social media presence
- In one client’s own words: “We weren’t really looking at the right analytics. We thought we knew what we were listening & monitoring for, but the dashboards that Social Factor has built have significantly impacted our overall response time, brand sentiment, and established proper benchmarks.” Director, Corporate Communications
Downloads >>
Let's Talk
Ready to know more about your audience on social media? Get in touch with us and get the ball rolling.
