Acquisition and Retention
React in real time to acquire new customers and reduce churn
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 and channel only the relevant intention data 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. 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.
Unstructured social data is processed into organised and actionable opportunities and then routed to your customer contact teams for intervention.
This tweet* 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 targeting your competitors’ dissatisfied customers. BrandsEye is able to accurately identify potential leads, giving priority to the most actionable leads first.
This is an example tweet* that shows a dissatisfied customer of a competitor organisation. BrandsEye will route these types of opportunities, where there is an intent to purchase (ITP) with a new provider, to the appropriate sales team in your organisation.
BrandsEye is able to collect mentions that algorithms would not usually identify as obvious sales opportunities, such as the one above. In this tweet*, a competitors dissatisfied customer is clearly unhappy with their service, presenting a sales opportunity for your sales team.
*Original tweets with brand references removed
The benefits of routed intention data
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.
Leads routed to your teams
Generate new high-quality leads by connecting your customer contact teams with your competitors’ dissatisfied customers.
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 staff efficiency
Save your customer contact agents time by routing only relevant data to the correct team in your organisation, removing the need to manually sift through large amounts of irrelevant data.
Prioritise actionable opportunities
Prioritise the most actionable opportunities so that you’re able to engage and close the hottest leads first.
Reduce staffing requirements
Reduce your organisation’s customer contact staff requirements by reducing time spent passing a customer around the contact ecosystem.
Save on customer retention
Reduce costly offers/discounting on retention deals by rapidly resolving customer issues before they escalate.
Improve customer satisfaction
Improve your overall customer experience and build brand loyalty with customers by resolving their issues without long wait times and multiple referrals.