EpiAnalytics Joins Expanding Salesforce Marketing Cloud Social Insights Ecosystem

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EpiAnalytics’ EpiInsights solution enables customers to harness the power of social intelligence and connect with customers in entirely new ways Insights ecosystem taps into social data from leading social analytics vendors like EpiAnalytics

EpiAnalytics, Inc. today announced it has joined the growing Salesforce Marketing Cloud Insights ecosystem. The EpiAnalytics product, EpiInsights™, brings real-time text and sentiment analytics to the Insights ecosystem, helping companies leverage the power of social to connect with customers, partners and employees in entirely new ways. All departments within a company need to harness the power of social media. Now, with EpiInsights, corporate constituents can work together to satisfy customers and listen to the collective social voice. EpiInsights bridges the gap between the different needs of the business so they can provide the highest quality customer care, easily listen to the voice of their customers and prospects, and react to customer issues quickly throughout the entire company.

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  •     “Unlike traditional text analytics solutions that have been designed to analyze unstructured data in batch mode or inside of a separate data warehouse, EpiAnalytics technology is unique because it was designed and built as an integrated, real-time solution. EpiInsights transforms social comments into structured data to bring additional value to Salesforce Marketing Cloud customers,” said Jim Vecchio, executive vice president and co-founder of EpiAnalytics. “Businesses are now able to react quickly to consumer comments, requests and complaints. Simply plug in our solution and start making social comments more actionable and more operational for your brand.”
  •     “Today’s leading brands recognize that social media is transforming the way they connect with customers on a global scale,” said Michael Lazerow, CMO of Salesforce Marketing Cloud, salesforce.com. “By leveraging the power of the Salesforce Marketing Cloud, partners such as EpiAnalytics are empowering companies to take advantage of this shift and turn insights from millions of conversations about their products, brand and industry into actions that strengthen customer relationships.”

The Power of the Salesforce Marketing Cloud Social Insights Ecosystem
Companies are tapping into the power of the Marketing Cloud to transform customer conversations about their service, products and brands in order to achieve high customer satisfaction as well as gain a competitive advantage. EpiInsights provides a turn-key point solution that eliminates the need for imprecise, labor-intensive manual analysis – all for very little investment in time and capital.

EpiInsights brings text analytics and contact center best practices along with EpiAnalytics proven success on salesforce.com’s AppExchange to Marketing Cloud customers. Businesses can now leverage EpiInsights to analyze, tag and transform social conversations immediately. The EpiInsights package includes the following multidimensional insight types:

  •     SUPPORT CASE: Tags social comments seeking customer support,
  •     ATTRITION RISK: Tags social comments from at-risk consumers and detractors,
  •     SALES OPPORTUNITY: Tags social comments with purchase intent,
  •     LOYALTY: Tags social comments from promoters and advocates,
  •     ADVANCED SENTIMENT: Refines and segments social comments with advanced sentiment, and
  •     PROFANITY: Supplemental tag and indicator of comment intensity

With EpiInsights, businesses can automate social workflows to engage with, sell to and provide support to social customers and prospects in entirely new ways.

Product Key Features

  •     EpiInsights turn-key solution allows companies to immediately begin automating social business processes and workflows for increased efficiency and better customer experiences
  •     Increase user adoption with EpiInsights and manage all social insights in one place
  •     Configure EpiInsights from within the Marketing Cloud Insights dashboard to address virtually any business objective
  •     EpiInsights transforms all customer comments, not just a representative sample
  •     Quickly identify negative comments and support issues, before they become major problems
  •     Leverage and publish positive customer experiences from loyal advocates to gain and maintain competitive advantage

Uncover Actionable Intelligence with New Social Insights
The Insights ecosystem brings together 20 of the industry’s leading social analytics leaders to help companies accelerate their shift from passive social listening to real business results, turning insights into action. The industry’s most comprehensive solution for managing social media engagement, Insights allows customers to filter through the noise and quickly analyze large volumes of social data to generate actionable social intelligence and connect with customers in entirely new ways.

Availability and Pricing
EpiInsights is now available as an add-on within the Marketing Cloud Insights dashboard. Using a new credits-based currency system, customers now have an easy and flexible way to pilot, purchase and combine social analytics offerings from more than 20 Insights partners.

  •     Salesforce Marketing Cloud Basic Edition includes 1,000 Insights credits/month
  •     Customers can purchase additional blocks of 10,000 credits for $100/month
  •     Credits can be deployed to implement EpiInsights within the Marketing Cloud

About Salesforce Marketing Cloud
The Salesforce Marketing Cloud is the most comprehensive suite for social marketing. Marketing Cloud is first suite to unify social listening, content, engagement, advertising, workflow, automation and measurement. By combining industry leaders Buddy Media and Radian6 to power the Marketing Cloud, brands now have a proven suite to manage all social marketing activity and access common assets in one place.

About EpiAnalytics
EpiAnalytics, Inc. provides operational, social and contact center text analytics that companies use for process automation, to improve customer satisfaction, and increase customer care efficiencies. Our on-demand text analytics application is used by Global companies to managing and improving the effectiveness, quality and overall experience provided by the organization. To learn about EpiAnalytics please visit: http://www.epianalytics.com.

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