The importance of Social Media Monitoring

"If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends" said Jeff Bezos, the CEO of Amazon.com

With the appearance of the so-called Web 2.0 media, the web users have become active players and can create, organize, and broadcast content of their own. Expressing one’s own opinion and relaying it to a wide audience is no longer the sole privilege of journalists and technology buffs. Thanks to the availability of ever simpler and increasingly collaborative tools, every user connected to the net is a potential form of media: users may discuss your company on their blogs, post comments on a social news site (OhMyNews, TPM Café, Digg, Newsvine), take part in a wiki, give their views of your product on a consumer opinion platform (epinions, ConsumerReview), write about your services on a social network (Facebook, Twitter, Youtube), etc.

That's why Social Media Monitoring is a field sparking more and more interest from companies and institutions alike.

Using Semantic Technology

The challenge now is: How can you monitor sources of information containing hundreds of thousands of comments and posts? Can you extract what is really important and most commonly mentioned there in order to take action?

Semantic Social Media Monitoring

With our Semantic Search technology, particularly our Semantic Clustering, we are extracting hundreds of thousands of comments from the Internet, and grouping them by their meaning, creating groups of comments that are similar in meaning called "semantic clusters".

Each semantic cluster is actually an item you should pay attention to such as:

• Quality of Customer Service
• Performance of your delivery system
• Price of your products
• Feedback on your communication campaigns
• ..

Each item is daily analyzed and through our backoffice or e-mail alerts you are provided with full statistics on the evolution of this item over time, the volume and the sentiment (positive, neutral, negative) on different sources: Google, Facebook, Twitter, Youtube, Consumer websites, Forums, ... an unlimited number of connectors.

Our Semantic Social Media Monitoring will offer you a clear picture of the most talked about business-related topics on the Internet over time.