Comarch Social Mining

Comarch Social Mining is a social media monitoring and analytical application, which is the module of Comarch Loyalty Management platform, with analytical capabilities referring to loyalty program members. In other words, it’s a tool that upgrades loyalty programs with a social context and gives the ability to monitor behaviour of loyalty program members on social media based on the user defined criteria and required data sources. The solution also provides the ability to discover the most influential loyalty program members, based on specified domains, such as social media users, fan pages and social media accounts, keyword categories.

This comprehensive approach to the social media analysis gives CSM platform users a unique opportunity to, first, change the attitude to social media from an isolated marketing channel, to the integrated part of loyalty management processes and, on the other hand, quickly improve loyalty program strategy based on trends and trustworthy program members opinions.

Comarch Social Mining, as a module complementary to the Comarch CRM & Marketing platform. The platform concept assumes integration of loyalty program management processes based both on transactional data, omnichannel communication history, social media behaviour and engagement data.

Thanks to connection of the loyalty program members profiles with their accounts on social media, Comarch Social Mining can capture relevant data from various social media platforms. All the social profiles data are gathered within one database along with the entire communication and engagement history. A Comarch Social Mining user can analyze behaviour of every customer on social media by using an intuitive application enhanced with dashboards and gauges that are based on sentiment, keyword and influence analysis, ranks, scores and finally social content effectiveness.

• Dashboard – that is the central part of the Comarch Social Mining application, that presents and visualizes social media data based on the predefined templates and related to the functionalities supported by the System.
• Spheres - collect all relevant conversations enabling companies to track and measure activity around their brands and products. They can be used to monitor social media user’s activities based on system user defined phrases or keywords.
• Customer Management - provides complete information about the loyalty program members and their activities performed on social media
• Segmentation - provides ability to create social media attributes based, filterable audience segments to identify and capitalize on loyalty program marketing opportunities. Segmentation criteria are defined in CSM based on loyalty program member information and could be then used in Comarch Loyalty Management to improve loyalty program offers targeting.
• Content reviewer - provides ability to analyse effectiveness of social media content published on Facebook fan pages connected with Comarch Loyalty Management. System gives ability to use in Comarch Social Mining IDs of published posts to further customer engagement monitoring and providing of content effectiveness statistics.