How GVTC Communications Used Social Media Analytics to Better Understand Their Customers

Published on September 5, 2023

Introduction

GVTC Communications is a Texas-based telecommunications company, a full-service communications provider offering high-speed Internet, digital cable TV, phone and interactive home security monitoring to residential and business customers.

RILA GLOBAL CONSULTING is a next-generation consultancy using social listening to power, grow and educate brands. RILA is recognized by Fortune500 customers, international agencies, and industry experts as the leader in Social Media Research and Business Intelligence.

Objectives

GVTC Communications sought to gain valuable insights into their customers' preferences, opinions, and behaviors by harnessing the power of social media data. The objective was to leverage this information to improve their offerings, enhance customer satisfaction, and drive business growth.

Challenge

Our goal was to help GVTC create a digital excellence hub that integrated various datasets, including social media and e-commerce, providing precise and actionable data solutions. However, the challenge was to effectively manage the overwhelming amount of telco brand data while focusing on specific regions in Texas and niche e-commerce categories.

Solution

Leveraging our expertise and utilizing Talkwalker, RILA’s team created multiple monitors, dashboards, queries, and tags specifically tailored to GVTC's needs.

Social Listening Infrastructure: We advised GVTC on best practices for establishing a robust social listening infrastructure. By strategically setting up monitors and tags, our team ensured that only relevant data from specific regions in Texas and niche e-commerce categories were captured.

Data Analysis and Reporting: By using data mixed modeling accurately, RILA generated valuable insights about customer preferences, sentiment, and trends. These insights were presented to GVTC through customized dashboards and reports, providing clear visualizations of the data for easy interpretation and decision-making.

Knowledge Library Development: To foster internal business intelligence and promote the growth of GVTC's understanding of its customers, RILA created a Knowledge Library. This repository served as a central hub for storing and organizing valuable insights and reports generated from the social listening efforts.

Results and Benefits

Through the implementation of social media data analysis and reporting, GVTC Communications reaped several benefits:

Customer Insights: GVTC gained deep insights into their customers' preferences, pain points, and expectations. This knowledge empowered GVTC to make informed decisions to enhance their offerings, improve customer satisfaction, and tailor their marketing strategies.

Targeted Marketing and Campaigns: The precise calibration of social listening dashboards enabled GVTC to identify and understand the needs of specific regions in Texas and niche e-commerce categories.

Proactive Issue Resolution: Social media monitoring allowed GVTC to promptly identify and address customer concerns, complaints, or emerging issues, demonstrating their commitment to customer service, fostering loyalty and positive brand perception.

Data-Driven Decision Making: Whether it was refining product offerings, optimizing customer service strategies, or identifying emerging market trends, GVTC leveraged social media data to make data-driven decisions that drove business growth.

Interested to find out what social listening can do for your business or organization?

Reach out to RILA today!

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