Accenture Technology Labs has developed a tool that predicts the optimum ways for companies to engage with their customers through social media channels, such as Facebook.
The Social Media Engagement Manager analyses a company’s use of social media and measures the level of engagement customers have with them to determine and predict how a company should use a social media channel to successfully engage with its audience.
Accenture Technology Labs director Kelly Dempski believes that social platforms are becoming a new source of business intelligence, although a recent study by the Economist Intelligence Unit (EIU) found that companies have yet to fully grasp the opportunities social media provides them to get close to their customers.
The engagement tool is currently in a prototype stage and has been used on Facebook for initial pilot projects. It may also be used for other social media platforms, such as Twitter.
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