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Acquisition and Retention

React in real time to acquire new customers and reduce churn

Screenshot for Acquisition and Retention
Millions of consumers take to social media channels to express their opinions about the products and services that they purchase. This deluge of unsolicited customer feedback is a rich source of sales and retention leads, that has to date been challenging to mine. Using a proprietary mix of AI and crowd-sourcing, BrandsEye is able to accurately mine this data and route the right contact opportunity to the correct team in your organisation's customer contact value chain. Your teams are able to react to the opportunity in real time, improving the retention or acquisition rate and reducing the cost of saving or winning a customer.

The benefits of routed intention data

Drive revenue through customer acquisition and retention

Drive revenue through customer acquisition and retention

Your teams are able to react to opportunities in real time, improving your retention or acquisition rate and reducing the cost of saving or winning a customer. By rapidly resolving issues you’re able to reduce discounting on retention deals.

Leads routed to your teams

Leads routed to your teams

Generate high-quality leads by connecting your customer contact teams with users tagging you in their posts, requesting to purchase or lodging a complaint. Prioritise the most actionable opportunities so that you’re able to engage and close the hottest leads and most pressing complaints first.

Improve staff efficiency

Improve staff efficiency

Save your customer contact agents’ time by routing only relevant data to the correct team in your organisation. This removes the need to manually sift through large amounts of irrelevant data and saves time wasted on passing a customer around the contact ecosystem.

Intervene to reduce churn

Intervene to reduce churn

Improve your customer retention rate by efficiently connecting to all of your dissatisfied customers, prioritising those whose intent to cancel is strongest.

Improve customer satisfaction

Improve customer satisfaction

Improve your customer retention rate by efficiently connecting to dissatisfied customers who have lodged a complaint with you on social media, prioritising those whose intent to cancel is strongest.

Use intention data to drive acquisition and increase retention

Intention data is the sentiment bearing conversation that signals a customer’s intent to either purchase or cancel with you or a competitor. Until now, social media tools have not been able to accurately mine intention data to reliably generate opportunities. BrandsEye has solved this problem. Our Acquisition and Retention products facilitate the accurate mining and efficient routing of intention data to the correct team in your customer contact value chain, leading to an effective intervention. Organisations with a subscription model and high average revenue per user are best able to use our products to drive revenue growth and reduce churn.

How our Acquisition and Retention products work

BrandsEye’s Acquisition and Retention products draw on the same raw data sources as social listening tools, but crucially cut out the noise. We channel only the relevant intention data, where a customer has tagged you in their post and requested a response, to the correct team in your customer contact value chain. Our machine learning algorithms, coupled with our Crowd of human verifiers, distil the intention data that is relevant for your organisation from the vast mass of extraneous data. The Crowd categorises every single relevant social media mention, according to your organisational design for acquisition and retention. Only mentions that have requested a response from you and tagged your handles are included. The data is then routed using our ticketing and workflow software, or via API integration with your existing social contact system, to the correct customer-facing team.

Intention data refinement and routing process diagram

Unstructured social data is processed into organised and actionable opportunities and then routed to your customer contact teams for intervention.

Joe Bloggs

@[yourbrand] 45 mins on your ‘helpline’ and I keep getting passed from agent to agent and explaining my issue over and over. If you can’t resolve it this afternoon, I’ll be cancelling in the morning

04.00, 1 Jan 2018

This post is an example of a customer displaying high intent to cancel (ITC) with your organisation. Our Retention product will route this to your retention/save team, presenting them with an opportunity to intervene, resolve the concern and retain the author as a customer.

Our Acquisition product facilitates the rapid expansion of your customer base by accurately identify potential leads, giving priority to the most actionable leads first.

Jane Doe

@[yourbrand] your new offers look very good - I just want a quick onboarding process. Can you help me asap please??

12.15, 3 Feb 2019

BrandsEye will route these types of opportunities, where there is an intent to purchase (ITP) with you, and you have been tagged in the post, to the appropriate sales team in your organisation.

Use intention data - not keywords - to optimise ad spend

Using intention data you’re able to build tailored lists to deliver optimised and targeted Twitter advertising. Our Crowd of human verifiers can identify the intent of an author contained in individual tweets. This approach builds audience lists that are more comprehensive than simple phrase matching techniques employed by other social tools.

The Crowd identify if authors are speaking about your brand, or related topics of interest. Likewise, they are able to exclude authors who only superficially appear to be in your target audience, resulting in optimised ad spend.

Find out how to drive acquisition and increase retention
with actionable opportunities

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Frequently asked questions

Our intention data is powered
by the BrandsEye Crowd

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