Microsoft has added new capabilities to its Social Listening solution, which has been rebranded and released as Microsoft Social Engagement.
The Microsoft Social Listening solution, which was released in June 2014, delivered social analytics tools to help sales, marketing and service teams gain insight into customers’ views about their brand.
Now rebranded as Microsoft Social Engagement, the solution has been updated with several key enhancements including a redesigned user interface with additional filtering capabilities and simplified dashboards, while the marketing and services teams can set up search topics using keywords, Facebook pages and Twitter handles.
The solution also offers enhanced social analytics and data visualisation capabilities and the Social Center, which enables users to proactively monitor and manage social media streams. In addition, users can respond natively to posts from within the social media stream and add authenticated Twitter and Facebook accounts to interact with customers.
This summer, Microsoft will also launch Social CRM, a complete customer relationship management (CRM) solution that enables sales teams to convert social media posts into leads, cases or any custom CRM entity in Microsoft Dynamics CRM.
“The new name is more than just a branding change,” said Bob Stutz, corporate vice president of Microsoft Dynamics, in a blog post. “It reflects a completely reimagined user experience for companies, extending beyond social listening and sentiment analysis to offering true social engagement.
Several Microsoft customers have already benefited from Microsoft Social Engagement including Hamburg Port Authority in Germany, which uses the solution to gain information from social media channels and resolve problems more quickly.
Meanwhile Marston’s Pubs in the UK uses Social Engagement to analyse customer feedback and directly interact with its patrons, while German manufacturing company Liebherr Group aims to improve customer service and experience.