In a socially connected world, interaction with customers is key to growing your business. Social engagement can happen anytime, anywhere. Microsoft Social Engagement is a powerful CRM service that puts cutting edge tools in the hands of your sales, service, and marketing teams. Connect on social media with customers, fans, and critics to gain insight regarding how people really feel about your business. 

Microsoft Social Listening

Listen everywhere. Analyze sentiment. Drive engagement

Today’s customers make decisions based on recommendations from trusted contacts, user reviews, and online discussions. Conversations that were once had in person now take place on Facebook and Twitter. With Microsoft Social Engagement, you can listen to, analyse, and promote customer engagement on social media. Microsoft Social Engagement integrates with Microsoft Dynamics CRM to provide customers with a fully connected experience that will delight them and turn them into fans.

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Social listening

Truly hear your customers

Microsoft Social Engagement helps harness the power of the web by analysing what people are saying on social media and in the news. Microsoft Social Engagement supports 20 languages and covers a broad range of sources – Twitter, Facebook, Instagram, videos, blogs, forums, news syndication, and any source that supports RSS. Spot trends, identify key influencers, and receive alerts on how people feel about your business so you can make informed decisions and drive sales and service conversations more effectively.

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Intelligent social

Understand market insights

Gain more insights to help you make decisions with rich analytics including customer sentiment, post location, and word cloud visualizations. Leverage the power of Adaptive Sentiment through Azure Machine Learning to build custom sentiment models to fit your industry and company's preferences. Additionally, intention analysis provides the ability to automatically analyse user's social posts and identify potential cases, leads or custom scenarios that you can define. 

Learn about turning social sentiment into opportunity

Social engagement

Connect with your customers 

Grow your social media presence by engaging with social communities using rich multimedia. Enable teams to collaboratively respond and drive social activities by leveraging Office Groups to assign posts, share feeds, and share profiles. View profile details for immediate insights on who to engage with.

Social CRM

Get social in CRM

Put powerful social tools in the hands of sales, service, and marketing teams. Share social insights across more teams through dashboards in Microsoft Dynamics CRM or Microsoft Dynamics Marketing. Transform social interactions into exceptional end-to-end customer experiences with the ability to automatically create leads or cases from social posts, right within Microsoft Dynamics CRM. 

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Social CRM

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Engage customers one to one across channels, build your sales pipeline, and demonstrate the impact of your marketing investments—in real time.

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Provide the essential insights, guidance, and tools that salespeople need to find the right customers, win the right deals, and harness the power of the entire organization.

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Earn customers for life through cross-channel service, increased agent productivity, and adaptive service models.

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