UK department store, Selfridges, has chosen software from enterprise listening technology company Synthesio to listen to and engage with customers online.
Selfridges will now be able to monitor and analyse customer comments online on a global basis, including key Asian social networks like Sina Weibo. This will enable Selfridges’ marketing and customer service teams to 
respond efficiently to customer queries, engage with customers and analyse their online and offline experiences with Selfridges.
Synthesio’s software monitors and evaluates online conversations across social media platforms, review sites, forums, blogs and the comment sections of newspapers, in 50 languages and 200 countries.
The agreement with Selfridges follows Synthesio securing a similar brief with Virgin Atlantic last month.
Claire Higgins, head of digital marketing at Selfridges, said: “We are continually striving to provide the best possible service to our customers. By using Synthesio’s platform we will be able to provide even better care online and gain valuable insights that will help us better understand the online and offline experiences of our customers.”
Loic Moisand, founder and CEO of Synthesio, said: “We are delighted to start working with such an iconic brand like Selfridges, and we look forward to helping them continue their great work of delighting their customers. This project is another great example of integrated Listening and Engagement, which is becoming the de-facto strategy for mature brands.”
Synthesio’s platform also contains a built-in metric for measuring a company’s online reputation – SRS (Social Reputation Score) – which many brands use to benchmark themselves against competitors, and measure the impact of their activities.
Read also:
A masterclass in manners and managing customer feedback – here’s what NOT to do when they complain
An email will be sent to you with your membership details.
New research from LinkedIn reveals that at any one time of B B buyers are not in the market for the thing you are selling so while all brands want instant results building awareness will always be key Whether you ...
There is a litany of poor marketing and advertising practices remembered in a new survey from the New Statesman Media Group New Statesman Press Gazette sustainable luxury lifestyle and ESG publishers From Fyre Festival to Kendall Jenner and Pepsi to ...
Drayton Bird recently received an email that left him astounded. It was the work of a mad man! Yet its level of crazy was matched by its brilliance. On your marks... Get set... Go!
Leave your thoughts