Last week Microsoft announced the general availability of Microsoft Social Engagement for Microsoft Dynamics CRM. Last year, Microsoft introduced Microsoft Social Listening, delivering powerful social listening and social analytics tools to help sales, marketing, and service teams gain insight into how people feel about your organization. Microsoft Social Engagement replaces Microsoft Social Listening, but it is more than just a change of name. The user experience has been completely reimagined, extending beyond social listening and sentiment analysis to offering true social engagement.
According to a Satmetrix survey, 39% of companies do not track social media customer commentary, and 55% of companies ignore customer feedback on Twitter and Facebook. But ignorance is not always bliss: a single bad post or tweet that is not managed can significantly and even permanently impact an organization’s brand and reputation. Microsoft Social Engagement delivers tools that help organizations not only better understand the thoughts and opinions expressed in social media, but also help them engage with their customers in-context and in real time.
A number of improvements have been incorporated into the new solution. The user interface has been completely redesigned throughout the application, making for a simplified user experience. The dashboards are highly intuitive and have visual filtering capabilities. The following new filters have also been added: authors, post type, assignee, and labels.
As far as the social analytics capabilities go, the new application now includes richer data with new visualizations, such as phrase clouds, top fans, top critics, and top hashtags. The result? Greater insights for users of Microsoft Social Engagement.