Next-Generation Listening and Engagement
Radian6 has developed enhanced capabilities and features to help companies and agencies answer the question: “How well is our brand performing across the web?”
Most conversational and service transactions don’t happen overnight but as a result of successful long-term customer relationships. Brands now have to look at how someone interacts online with their company, brand experience, and community, then be able to blend both online and offline behavior. Having a holistic picture of your customers promotes well-informed interaction from all areas of your company.
Traditional CRM opened the doors for operational effectiveness and easy access to data in one location. Social CRM doesn’t replace traditional CRM, but adds a dimension of real-time engagement, feedback with existing customers, and access to potential customers.
With features developed on their platform API and Social Metrics Framework for integrating third-party data, Radian6 provides a next-generation listening platform that includes the integration of social media monitoring and analysis with social customer relationship management (CRM) and web analytics.
By layering the richness of social media metrics atop referrer web analytic data, brands can see – independent of media type or source – not just what content is generating buzz across the web, but what content is generating website traffic, conversions, and sales. And with integration for the SalesForce.com service cloud, Radian6 users can see at a glance which content is coming from their customers and prospects, and add new contacts, cases and leads with a single click.
