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An effective social analytics program can measure the magnitude of customer facing problems and identify previously unreported issues in real-time, allowing brands to get out in front of issues before impacting the call center and customer care channels.

This guide discusses social listening best practices and suggested analyses for Customer Care teams to improve responsiveness, lower costs, and deliver service “above and beyond” your customers’ wildest expectations.

Topics in this guide include:

• Understanding the post-purchase landscape
• Issue identification, escalation, and resolution
• Ongoing customer care monitoring