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Case Study Brief Samsung is one of the world’s leading brands; its products are purchased and used by millions of people worldwide. As a result, consumers raise numerous questions and comments during use, and they often seek answers via social media sites, primarily in thematic forums. When discussing product-related matters, it is of critical importance to receive accurate and professional responses. It is no coincidence that one of the most important areas of application of social media monitoring tools is the support of companies’ customer service activities. About Replise The Social Intelligence Company Founded 2010 in Hungary by serial entrepreneurs. Replise provides social research services in more than 40 languages and operates offices in Germany, UK, Poland and Hungary. Focusing on social research using proven market research methodologies, Replise has established partnerships with classic market research firms. Replise’s services are based on the combination of a unique high-end social analytics platform and a team of qualified analysts with years of market expertise. We can provide access to historical as well as real time data from blogs, forums, news portals, video platforms and social networks like Twitter and Facebook. Replise products and services are used by well-known brands and many marketing and PR agencies across Europe.
Citation preview
The social intelligence company
Social Media cuStoMer Service aSSiSted by repliSe analyticS
Samsung Hungary
replise.com Tel: +36 1 457 83 50 Email: [email protected]
The social intelligence company
2replise.com Tel: +36 1 457 83 50 Email: [email protected]
caSe Study brief
the Solution
Samsung is one of the world’s leading brands; its products are purchased and used by millions of people worldwide. As a result, consumers raise numerous questions and comments during use, and they often seek answers via social media sites, primarily in thematic forums. When discussing product-related matters, it is of critical importance to receive accurate and professional responses. It is no coincidence that one of the most important areas of application of social media monitoring tools is the support of companies’ customer service activities
Based on the Replise Analytics social monitoring system, we have developed a workflow that facili-tates daily customer support activities for the brand. Thanks to the experts at Replise, Samsung associ-ates receive relevant and important messages and questions from the thousands of consumer content updates; their work is made more efficient through addressing these. This activity makes it possible for those browsing the forums to obtain first-hand, au-thentic and accurate information.
Having the brand communicate with the consumers through their own interface not only accelerates solving the problems but also has a positive impact on commitment to and experience with the brand.
3replise.com Tel: +36 1 457 83 50 Email: [email protected]
The social intelligence company
the reSultSThanks to conscious and regular monitoring and analysis, Samsung provides their us-ers with answers to hundreds of questions each month through the social media chan-nels. This saves time and cost for both the consumers and the customer support staff.
Consumer insight that is normally unavailable through other customer support chan-nels can be obtained timely and on-demand with the help of information acquired through the Replise Analytics services.
“Reports provided by Replise and the informa-tion gained greatly help our customer support processes, the preparation of our service net-work, and the social media communication of our new products” Attila Gerzsei,Head of Smart & Premium Solutions
TesTimonial
4replise.com Tel: +36 1 457 83 50 Email: [email protected]
The social intelligence company
the reSearch proceSS
BriefPrepare proposal material that includes the formal and content requirements for the research.
Basic daTa reTrievalAnalysis of social channels - the selection of top channels and top users and participants.
naive lisTeningIdentifying the most common thematic groups, topics, content and user sentiment analysis.
approval of key TermsConsulting with the client regarding the key terms and thematic groups.
reporTingProviding details of daily, itemized reports, subject areas and questions for Samsung customer service.
15/01/2014
The social intelligence company
5replise.com Tel: +36 1 457 83 50 Email: [email protected]
About Replise: the sociAl intelligence compAny
founded 2010 in hungary by serial entrepreneurs. replise provides social research services in more than 40 languages and operates offices in Germany, uK, poland and hungary. focusing on social research using proven market research methodologies, replise has established partnerships with classic market research firms. replise’s services are based on the combination of a unique high-end social analytics platform and a team of qualified analysts with years of market expertise. We can provide access to historical as well as real time data from blogs, forums, news portals, video platforms and social networks like twitter and facebook. replise products and services are used by well-known brands and many marketing and pr agencies across europe.
Contact Us:
REPLISE HEADQUARTERSReplise Hungary Kft
ADDRESS:Maros Business Center, Maros utca 19-21. 6. em.1122 BudapestTel: +36 1 457 83 50Fax: +36 1 457 83 50
EMAIL:[email protected]
download more of our free white papers from: www.replise.com/category/white-papers/you can also download out our case studies from: www.replise.com/category/case-studies
