Your industry Our expertise Our company Accessibility A A Investors Responsibility Careers home our expertise capita experience data and analytics Social media monitoring and analytics Our social insight reporting tools capture and analyse what customers are talking about on your social media channels, compared to your competitors, helping drive intelligent actions for your brand. Optimising your social media channels to drive revenue Businesses that aren't taking social media seriously will fail. There are 2.3 billion active social media users, with 500 million Tweets sent each day – that’s 6,000 Tweets every second. There is a huge wealth of customer data contained within social media interactions, and our experts can help you to sort through this feedback to find genuine valuable insights. 60,000 webchats handled per month for O2 95% of comments responded to in 2 hours for Debenhams How it works We've created a suite of social insight reports, which capture and analyse the key topics and metrics of social media engagements, compared to your competitors. We can: analyse direct interactions between customer and brand in respect of customer service measure engagement efficiency, effectiveness and behaviour of both customer and brand provide topic and sentiment analysis overlaid against the customer journey. Socia-Live Socia-Live is a web application, developed by Capita, that provides businesses with real-time insight into how their brand is performing on social media against a host of customer service metrics, as well as how their performance compares to their closest competitors. While other social media tools exist, Socia-Live is the only one built from the ground up with a focus on the customer services industry. Socia-Live allows users to identify and utilise social media feedback, providing you with insight including sentiment trajectory, Twitter response times, customer journey analysis, and UK Customer Satisfaction Index integration. Contact an expert Get in touch Our related insights Customer experience The importance of responsible selling this Black Friday 25/11/2021 | 3 mins read Customer experience Empathy: meeting customer expectations and delivering on needs 08/11/2021 | 5 Min Read Customer experience The post-pandemic customer is king once again 22/10/2021 | 4 mins read Customer experience How can telcos transform digital services for their corporate customers? 19/10/2021 | 3 Min Read Read more How can we help your business progress? Get in touch Explore related solutions 01 Data and insight Combining the latest innovation in analytics software with a dedicated insight team, helping our clients use data to enhance operations. Learn more 02 Behavioural science Capita is known for designing outstanding customer journeys. But the value we can add to our clients goes far deeper. Learn more 03 Customer journey mapping Using data, insight and research, we're helping our clients to review and improve the customer journey to deliver a better experience. Learn more Who we are About Capita Newsroom Contact us Quick links Careers Investors Responsible business Legal Legal notice Privacy notice Purchase terms Cookies Accessibility Modern Slavery Act Connect We use cookies to ensure you have the best experience when using our website. OK Change preferences