Market Force Information, a provider of customer intelligence solutions, has released SocialForce, a tool to< enable businesses to monitor consumer online chat about their brands and competition and to take action to improve their performance.
"There's a growing number of social media forums that provide consumers with a podium to vocalize their opinions about a company, and it's a tall task for large businesses to wade through what customers are saying about their brand, their competitors, and their experiences," said Janet Eden-Harris, chief marketing officer at Market Force, in a statement. "SocialForce extracts this intelligence for businesses, uncovering ways for them to make operational improvements that lead to exceptional customer service."
SocialForce taps into content across dozens of social media networks, such as Twitter, Facebook, YouTube, Instagram, Tumblr, Google +, WordPress, Flickr, Wikipedia, blogs, and message boards. It can be used to monitor social conversation volume, analyze sentiments, and identify trends, all underpinned by analytics and presented through a visual dashboard.
Market Force has developed a unique sentiment-scoring algorithm that enables brands to track how they are doing over time and against their competitors, using a weighted scoring mechanism.
"We're doing the heavy lifting for businesses by finding important posts on which they can take action, whether it's quickly reaching out to customers that express dissatisfaction with an experience or acknowledging a specific job well done," Eden-Harris said. "SocialForce also helps them keep tabs on the competitive landscape so they'e not taken off guard."
SocialForce is now available through Market Force as a standalone data source or incorporated into KnowledgeForce, a customer intelligence platform that integrates various streams of customer service measurement data to give companies a holistic view of their operations. Market Force released the KnowledgeForce platform January 29.