KBC Unveils Social Media Mystery Shopping

In the UK, digital communications analysis specialist KBC Media has launched a social media mystery shopping service called Intelligage.

KBC consults with its clients over their 'culture of communications' and their use of social media for community engagement and customer service. The new Intelligage service offers access to a team of UK-based social media users, who have extensive experience of interacting online with their friends, family and work colleagues, and with organisations. These individuals are tasked with examining how a company's social media customer service is performing, and this feedback is combined with the company's proprietary MusterPoint social media monitoring and management software to provide evidence of response times and tone analysis.

Through a resulting 'snapshot' report, clients can find out how well their social media strategy is performing, and whether their agents are answering in a timely fashion and providing appropriate information.

Company founder Christine Townsend (pictured) says that the new service gives a 'clear and concise' insight into just how well an organisation's communications or customer service team are doing.

Web site: www.kbcmedia.co.uk .