Introducing 'Social Tracker' - Understand what Twitter thinks about your brand

Many companies have implemented Voice of the Customer programmes that deliver structured feedback about what their customers are thinking. However, it’s often the unstructured feedback they share on social media that is more revealing about customers’ perceptions of a brand. That’s why we’re delighted to announce the launch of our new 'Social Tracker' product, which gives you invaluable insight into what people are saying about your brand – and your competitors – on Twitter.

With Social Tracker you can:

  • Track tweets that mention your company name and associated terms.
  • Receive email alerts when specific keywords are used in those tweets.
  • See all activity in real-time via the reporting platform.

Benchmark against your competition

  • Monitor what people are saying about your competitors.
  • Compare how people feel about you vs your rivals.
  • Identify competitors’ customers who are dissatisfied with their experience.

Quantified results using the ServiceTick Emotion Score (SES)

ServiceTick Emotion Score (SES) is a feedback metric that creates a sentiment rating for your organisation based on what’s written in a tweet. It is presented as a single number on a scale of 100 to -100, where 100 is overwhelmingly positive and -100 is overwhelmingly negative.

Each Tweet that we capture is processed by our Emotion engine and an overall score calculated for all tweets in a given period. This gives you, in one glance, an overall sentiment rating for unstructured comment about your brand on Twitter.

All data is available in our online Social Tracker reporting platform

Providing real insight into what people are saying, and how they are feeling.

The dashboard can be configured to suit your needs, and navigating between the various ServiceTick products is made easy via our convenient switcher

If you have any questions at all about the all-new Social Tracker please don’t hesitate to contact your Account team or if you're new to ServiceTick contact Kate on / 07968819147.


Download 'Social Tracker' brochure

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