Capgemini Group, launched last Thursday, a new comprehensive Social Media Management service, to help businesses take advantage of online social interactions. See also the Press Release .According to Gartner Inc., spending on social software to support sales, marketing and customer service processes will exceed $1 billion worldwide by 20121. Responding to the vast growth in social media volumes, Capgemini has created a customizable all-in-one solution to offer real-time web listening, analysis and customer outreach. Importantly, these social media conversations can be acted on in real time via integration to Capgemini’s onshore and offshore Customer Interaction centers. The feedback can then be used directly to modify processes, optimize marketing campaigns and improve the overall customer experience; ultimately leading to accelerated growth and increased ROI.
Capgemini will use software from Attensity, one of the companies targeting social media as the next analytic frontier, with text mining and natural language processing technologies to identify posts and comments of interest on blogs and social media websites. More importantly, Capgemini will provide the people to review the data gathered by the tool and help its customers make sense of it, or perhaps even reach out to social media contacts on the company's behalf.Capgemini has already delivered successful pilots and early stage programs of Social Media Management with 20 customers across telecommunications, gaming, manufacturing and the consumer goods sectors. Recently, Brown-Forman (makers of Jack Daniel’s) called upon Capgemini to help monitor, analyze and provide insightinto the launch of its new product Jack Daniel’s Tennessee Honey, across various social media channels and platforms, including Facebook and Twitter.
Improving Customer Experience through Social Media Management
The Capgemini team draws on Social Media Management, a comprehensive, multi-layered suite of services, to provide strategies, tools and insights for better communication with your customers. Using an integrated set of technologies, we help you hear and understand what your customers are saying, then analyze and respond in a fast, efficient and scalable manner.Through this solution, Capgemini offers 3 complementary management services:
- Market view: we listen to social media channels to monitor trends as they emerge
- Product view: we analyze and monitor conversations around particular products, to identify influencers and gain insight into the customer experience
- Community interaction: we engage in direct communication with your customers, to generate positive reactions and impressions
Capgemini will offer three levels of service
- Basic social media monitoring for brand mentions and sentiment.
- Expanded service that also includes analysis of market trends and potential product ideas for the company.
- Full-service including social customer management services like the ability to identify specific customer questions and complaints and respond to them.
