Dashboard Tracking Using AI Analytics for Real-Time Social Media Monitoring
Challenges:
The client faced overwhelming customer feedback across multiple social media platforms, leading to delayed responses, missed complaints, and declining sentiment visibility. Without a unified monitoring system, customer issues went unresolved, damaging brand reputation and slowing decision-making.
Industry:
E-Commerce / Customer Experience / AI Analytics
Solutions:
SummitNext deployed an AI-powered dashboard that centralized social media data, enabled real-time sentiment tracking, and integrated intelligent alerting for faster and more proactive engagement.
Results:
Response times improved by 60%, while sentiment-related escalations were reduced by 50%. The client achieved real-time visibility into customer interactions, competitor activity, and brand health, enabling data-driven decisions and enhanced customer satisfaction.
About the Client
The client is a leading e-commerce brand that manages large-scale customer interactions across various digital channels.
The brand needed to strengthen its online engagement strategy and reputation management, particularly on social media where feedback is immediate and highly visible.
Case Overview
SummitNext Technologies partnered with the client to design and implement a real-time social media analytics dashboard. The system combined human expertise with AI-driven sentiment analysis, automated alerts, and visualized insights to help the client respond swiftly to customer sentiment and brand mentions. This initiative transformed reactive customer service into a proactive brand monitoring and decision-making framework.
Challenges
High volume of customer feedback across multiple social media platforms.
Delayed response times and missed customer complaints.
Limited visibility into real-time sentiment trends and competitor activity.
Fragmented workflows leading to slow escalations and inefficient prioritization.
Solution:
SummitNext applied a three-phase model to turn social monitoring into proactive intelligence through real-time analytics and expert oversight.
- Build a Dedicated Team – SummitNext assembled a team of trained analysts and customer service professionals capable of identifying tone, intent, and escalation risks across digital channels.
- Deploy Real-Time Monitoring Systems – Integrated AI analytics tools to track sentiment, automate alerts, and flag high-risk feedback across platforms like Facebook, Instagram, Twitter, and TikTok. This ensured immediate response to potential brand threats.
- Strategic Reporting & Continuous Optimization – Established weekly and monthly reporting cycles featuring interactive dashboards, competitor benchmarking, and trend forecasting. These reports provided executives with actionable intelligence to refine messaging and strengthen customer engagement strategies.
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WHO WE ARE
We at SummitNext Technologies, founded in 2020, are a BPO company with a vision to transform customer support, customer acquisition, data annotation and backend support domains through technology, human expertise, and innovation. We are Head Quartered in Malaysia, with offices in Philippines. India and Uzbekistan. We are sup
ported with Remote teams in more than 28+ countries.
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