Smart Media Management for social customer Attention

An integrated tool to monitor and automatically deal with user’s complaints and interactions in social networks pages, and link this information with existing CRMs. Three advantages are envisaged:

  • all users’ information will be centralized
  • it will provide automatic, fast and personalized answers
  • it will create valuable information about how customers respond to companies’ products, helping companies in understanding their customers and improve their satisfaction.

SOMA offers several innovative developments and differentiating elements with current market solutions:

Social media integration

The different social media channels will displayed in one single timeline. This will simplify community management tasks and will help in optimizing time.

Key opinion leader’s detection

SOMA will combine the analysis between non-linguistic information with linguistic information extracted from textual content.

Fine graned multilingual semantic analysis

SOMA will provide a more precise sentiment analysis output by using an emotional ontology approach.

CRM integration

The tool will allow companies to integrate social data with their CRM systems in one single database. This will allow companies to have wider user knowledge and improve their marketing actions.

Interactions categorization and automatic response

A finer classification of users’ comments will be carried out. Every single interaction will be automatically classified into: congratulation, acknowledgment, question, opinion, complaint and fake. This feature will foster time efficiency in providing feedback to customers.


Improve your efficiency by automating responses in social media
On 18 April, 2016      Comments

SOMA is a smart Social CRM, so, is a program able to provide a better customer attention giving an automatic response to comments on social networks once analyzed. In...

Sentiment analysis in Social Media. What is it and how is it measured?
On 15 January, 2016      Comments

The importance of measuring sentiment in Social Media In the beginning of social media analytics, it was attributed much importance to quantitative data. But increasingly

March 2016: SOMA’s coordination meeting in Grenoble
On 31 March, 2016      Comments

In March 2016 SOMA’s partners met for the biannual Personal Coordination Meeting. The goal of this meeting was to put in common the project’s state, discuss some unso

Luzern welcomed SOMA Coordination meeting
On 12 September, 2015      Comments

The partners of the project met in Switzerland to share last project advances Consulteer, one of the European organizations taking part on the SOMA Project, was the host

The Importance of Social CRM in sales process
On 9 February, 2016      Comments

One of the challenges for B2B companies is managing all customer information and the relationship they have with their values ​​and data. The CRM (Customer Relationsh

SOMA, a European project to help companies manage social networks in conjunction with databases, kicks off in Girona
On 17 August, 2015      Comments

Four European organisations are taking part in the project financed by EUROSTARS, a transnational programme Wednesday, 25th of March. SOMA (Smart Media Management for Soc