No one knows customer service better than Capita - with a team of experts and 100 million interactions a year, we are well qualified

The idea of analysing social data from a customer service perspective was born out of years of customer satisfaction analysis, using text analytics to categorise customer comments and surface tangible improvement opportunities for our clients

We've applied these same principles to analysing customer conversations taking place across social media and combined them with performance metrics that you'd expect to find in any customer services operation

For the first time, there's a real understanding of when and how your customers reach out on social, why they reached out and how effectively you engaged with those customers

All this culminates in a powerful insight application, interactive and easy to use with no invasive system integration and no upfront costs