{"id":2620,"date":"2021-01-31T19:08:23","date_gmt":"2021-01-31T19:08:23","guid":{"rendered":"https:\/\/www.britopian.com\/?p=2620"},"modified":"2023-10-18T08:49:11","modified_gmt":"2023-10-18T08:49:11","slug":"conversation-analysis","status":"publish","type":"post","link":"https:\/\/www.britopian.com\/social-data-analytics\/conversation-analysis\/","title":{"rendered":"Conversational Analytics: How to Contextualize Social Media Conversations"},"content":{"rendered":"
Data is important. Context helps you understand why it’s important. <\/p>\n\n\n\n
Why this matters:<\/strong><\/p>\n\n\n\n Conversational analytics can be valuable for any brand looking to get deeper customer insights. By tracking and analyzing conversations, brands can identify trends, manage reputation, and truly understand the sentiment about their products and services.<\/p>\n\n\n\n Conversation analytics is 100% actionable and can be used in many ways by different stakeholders. Example insights can include the following:<\/p>\n\n\n\n In 2021, Gartner surveyed<\/a> 80 B2C and B2B business decision-makers who oversee the customer support function about their priorities for 2021. The responses ranged from migration to self-service customer support channels, upgrading the call center tech stack<\/a>, and process automation.<\/p>\n\n\n\n These three priorities were classified as “Digital Channels and Capabilities” and were the top three most important in 2021 (see below). Coming in at a solid 5th place is understanding the customer experience through data, which falls into the “Voice of the Customer (VoC) and Customer Experience Across Channels” category.<\/p>\n\n\n\n