Selfridges Chooses Synthesio to Enhance Customer Experience

By Julie | 

05 Aug 14 | 

Category: Synthesio news, Uncategorized

selfridges-logoWe’re excited to announce an exciting new addition to our growing roster of global enterprise level clients.  Leading retail brand, Selfridges, recently chose Synthesio to be their global social listening and engagement solution for improving customer relations and gathering valuable consumer insights.

Using Synthesio’s platform, Selfridges will be able to analyze customer comments online on a global basis, including key Asian social networks like Sina Weibo. This will enable Selfridges’ marketing and customer service teams to respond efficiently to customer queries, engage with customers and analyze their online and offline experiences with Selfridges.

The agreement with Selfridges follows Synthesio securing a similar brief with Virgin Atlantic last month.

Claire Higgins, Head of Digital Marketing at Selfridges, said: “We are continually striving to provide the best possible service to our customers. By using Synthesio’s platform we will be able to provide even better care online and gain valuable insights that will help us better understand the online and offline experiences of our customers.”

Learn more about how the Retail industry is harnessing the power of social listening to achieve tangible business results in our latest eBook.


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Synthesio’s Summer 2014 Product Release

By Julie | 

29 Jul 14 | 

Category: Synthesio news

Happy Summer! We’re excited to announce our July product launch with new and improved features, making the Synthesio platform faster, more dynamic, and even easier to use.

Here are the highlights of our Summer 2014 product release. Drum roll please…

Visual Query Builder

Visual Query Builder is a brand new approach to building social searches. With a completely rebuilt interface that’s cleaner and more intuitive, and the ability to live-preview your results, it’s easier than ever to construct complex queries tailored to your business needs.

vqb on imac

Twitter Demographics

Our platform can now display statistics on the demographics of Twitter users on a dashboard or topic level. We analyze the profiles of those commenting so you can view the types of Twitter users influencing your topics and gain a better understanding of your audience, including number of users per gender, quantity of users in each age range, users’ topics of interest based on Twitter bios and languages spoken by users.

twitter demographics

Favorite Filters

Each user can now save filters and revisit them at any time. This is live on Listening, Collaboration, and Engagement dashboards, as well as on our Data Management console.


With every release we aim to make social marketing just that much easier and more powerful for our customers! We’ve also made some additional upgrades to the platform. Contact us today to learn more or request a demo.


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Virgin Atlantic Chooses Synthesio for Global Social Listening and Engagement

By Julie | 

18 Jun 14 | 

Category: Synthesio news

virginWe’re proud to announce an exciting new addition to our growing roster of global enterprise level clients. Virgin Atlantic chose Synthesio to be their one-stop global social listening and engagement solution.

Using Synthesio’s platform, Virgin Atlantic will be able to better understand the customer experience via analysis of customer comments across the web. Virgin will be able to quickly take action on the insights gained and respond in real-time to customers requiring support on platforms such as Twitter and Facebook.

Kyle Thorne, Social Relations Manager for Virgin Atlantic, said: “Synthesio’s ability to offer us both listening and engagement within one intuitive tool was very appealing. Putting our customers at the heart of everything we do, treating people as individuals, and forging stronger connections with people who love our brand, is core to our success. When it comes to the social web, the Synthesio platform enables us to do this at scale.”

“We want to continue to improve our understanding of all aspects of the customer experience and to use customers as a source of innovation and inspiration. Social intelligence delivers fresh insights and real-time opportunities to build stronger relationships.”

Interested in learning more? Check out digital travel blog, Travolution’s story on our exciting news here.

Learn more about how the travel industry is harnessing the power of social listening to achieve tangible business results by checking out our resources below:

5 Steps to Creating a Social Listening Strategy for the Airline Industry (eBook)

5 Steps to Creating a Social Media Strategy for the Airline Industry (On-Demand Webinar) Creating a Community around their Brand with Social Listening (Case Study)


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Global Social Media Monitoring Leader Expands Worldwide Sales Leadership

By Julie | 

02 May 14 | 

Category: Synthesio news

More exciting news from Synthesio! We are proud to announce the expansion of our Worldwide sales team with the hiring of Chris Halvorsen as VP of Sales for North and Latin America.

In his new role, Chris will be responsible for the strategic direction and implementation of all sales activities in North and Latin America, including planning, organizing, staffing and training.

With over 20 years of sales experience for technology-based startups, Chris joins Synthesio from Pontiflex where was the Chief Sales Officer. In this role, he built the sales organization from scratch to a team of 15 that grew revenues from zero to over $50 million during his 6-year tenure. Prior to Pontiflex, Chris was VP Partner Marketing at Orbitz where he led a new team from zero to $35 million in revenue in 4 years.

This hire comes amidst a period of tremendous growth and accolades for Synthesio. In addition to closing a $20 million round of funding in March, the hiring of Leah Pope, VP of Global Marketing, Dan McKinnon as VP of Sales, UK and the signing of several global clients, Synthesio also earned the highest score of all Enterprise Listening Platforms in the recent Forrester Wave™ Report, helping to reinforce the company’s place as a leader in the social intelligence industry.


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5 Ways for the Retail Industry to Harness the Power of Social Listening

By Julie | 

01 May 14 | 

Category: Uncategorized

Social media has shifted the power to consumers and given them a platform for their voices to be heard – in real-time. Not only has social media created this opportunity for consumers to voice their complaints and concerns around products and brands – it has also created an environment of transparency, and Retailers and Manufacturers must work harder than ever before to manage their reputation and find new and innovative ways to harness the power of social media to connect with their consumer base.

To gain a competitive edge, the Retail industry needs to listen and analyze these conversations about their brands, their products and industry –  to make better decisions about their merchandise, stores, service and promotions – and develop and nurture long-lasting relationships with their consumers and community.

Understand the Retail Social Landscape

Listen to social media to find out where your community “lives”. Do your customers and prospects engage on twitter, blogs, forums or mainstream news? What keywords do they use the most? Maybe they’re discussing “coupons”, “malls”, “stores”, “retail” or “shopping”.

A listening platform will help you seek out these conversations to give you a firm understanding of who your community is, and where they are – this information will be key when you’re ready to engage.

One of the world’s leading luxury watch manufacturers used the Synthesio dashboard to discover the bulk of conversations about which expensive watch to buy, were taking place not on fashion or luxury goods sites, but on automotive forums – particularly those relating to Formula 1 Racing. The luxury watch brand used this insight to connect with their customers by sharing a passion for fast cars through sponsoring Formula 1 events.

Gain Insight Into your Consumer Base

By effectively listening to social media you can find out your consumer’s preferences, behavior, perceptions about your brand, and trends in products and shopping. Monitoring and analyzing social media sentiment can help you fully understand the market reaction to product launches, and help you track and measure the success of your promotional campaigns. By geo-targeting your search, you can focus on what’s important in that region, analyze the effects of your marketing campaign in specific areas, or seek out new potential consumers to engage with.

Synthesio worked with a leading skincare manufacturer to provide ongoing monitoring of verbatim relating to their new foundation. Through social listening, they discovered that consumers loved the product however, said it made their faces a little too shiny. The brand took action with an early launch of a new product in the pipeline – an oil-free version of the cream.

Provide Shoppers with Real-Time Customer Service

Retail shoppers expect exceptional customer service offline and online – and if they don’t get, they’ll tweet about it. By listening for these conversations and helping in real-time – you will turn a negative situation into a winning customer experience, and develop strong, lifelong relationships with your consumers – some will even become active advocates for your Retail brand throughout the social space and beyond.

Kohl’s is one of the most proactive retail brands on social media, reaching out to customers via Facebook, Twitter and incorporating social media for product reviews and shopping assistance into the Kohl’s website for easy sharing.

The Walmart twitter team is also proactive, thanking consumers, inquiring about customer issues with care, and requesting further feedback.

Keep Tabs on the Competition

Monitor your competitor’s social media channels and see what their strengths and where they fall short.  Are they engaging with their community? Are they responding to customer complaints? Or maybe they’ve developed some new innovative social campaigns, and now you need to up the ante.

Track your Retail Brand’s Reputation

Your monitoring solution should also track and analyze all conversations and sentiment around your company and industry across multiple social media channels. By implementing a monitoring tool into your listening strategy, and knowing what topics to listen to, you will help your brand catch and address any issues before they escalate.

And depending on the global reach of your retail brand, it may be important to consider investing in a tool that provides vast global coverage and language capabilities. For example, if you have a consumer base in China, you’re missing out on a wide range of opportunities (or issues)  if you’re not paying attention to the Chinese sites, like Renren, Sina Weibo and Tencent Weibo.


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The Social Media World Forum (Europe) Post Game Report

By Julie | 

02 Apr 14 | 

Category: Events

SMWF-londonThis past Monday, thousands of people descended on The Brewery in London, for Social Media World Forum Europe – a gathering of some of the top thought leaders, and executives in social business.

Synthesio was at the Social Media World Forum in full force this year as a Silver Sponsor, with an exhibition stand – demoing the Synthesio platform, as well as moderating a panel - Global Brand Strategy: Balancing a central approach with local relevance. Speakers traded ideas around developing strategies for local and global real-time engagement, and best practices for incorporating mobile into global social strategies.

During the two-day social media fueled event, attendees and participants took to Twitter to share stories, thought provoking quotes from speakers, and connect with other attendees, using the hashtag #SMWF and #SMWF14.

Here’s a bird’s eye view of the tremendous social media buzz surrounding the event.

Total # of Social Media Mentions of SMWF

Over 4,ooo mentions

Top Countries Posting about SMWF

United Kingdom 1,773

United States 490

Italy 150

Switzerland 134

Germany 117

Most Popular Topics at SMWF


Top Influencers



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Drive Customer Experience with Social Intelligence (ebook)

By Julie | 

28 Mar 14 | 

Category: Uncategorized

custexpCustomer service has never been so public – whether its, good, bad or non existent – social media has provided consumers with a megaphone to broadcast their experiences to the world.

With the advent of social media, smart businesses are equipping themselves with social strategies, not just to manage their online reputation, but to provide their customers with world-class customer service in real-time – something to truly write home about.

Check out the ebook below to learn how to build social intelligence strategies that scale with your organization, deliver results, and most importantly – drive customer experience.


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SXSW Goes Global on Social Media

By Julie | 

21 Mar 14 | 

Category: Infographics

Last week, thousands of South by Southwest conversations took the twitterverse by storm. The biggest technology and culture festival of the year started last Friday, March 07, and ran straight through to last Sunday, all over downtown Austin.

The social media buzz surrounding the conference has impressively reached new heights – this year’s festival drew over 2.2 million mentions on social media from around the world.

At Synthesio, we eagerly jump on the opportunity to track global conversations around an event of this magnitude with such a web frenzy surrounding it. So, we decided to take a sip from our Twitter Firehose and provide you with a snapshot of the tremendous global buzz around SXSW.

Top SXSW Stats

Over 2.2 million tweets in 10 days!

Massive global buzz in 36 languages across more than 200 countries

Most Popular SXSW Topics: 

  • “Joe” at #SXSWFilm
  • “Break Point” at #SXSWFilm
  • Lady Gaga at #SXSWMusic

Top 3 Countries: 

  • United States – 1,078,409
  • United Kingdom – 69,148
  • Canada – 42,998

Check out the infographic below for the FULL breakdown of global reach of SXSW on Social Media, or check out Social Times’ take on it in their recent post 



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Synthesio in the News: Leading the Way to Actionable Insights

By Julie | 

20 Mar 14 | 

Category: Synthesio news


After last week’s major announcement that Synthesio has secured $20 Million in funding from leading European private equity firm, Idinvest Partners, Synthesio continues to make headlines.

Check out this new feature story by AlleyWatch, outlining how Synthesio has become an Enterprise Social Listening leader with innovative new features, global capabilities and award-winning top quality data: Synthesio Leads the Way to Actionable Insights

“Big data.  For businesses seeking to learn about the general sentiment around their brands, the success of a marketing strategy or to gain customer feedback, there’s a plethora of data available on the Web on forums, blogs, mainstream media and social media.  But sifting through the millions of social discussions happening online can be a daunting task.  Even when companies are able to collect all this data, the real concern is how to make sense of it.  One company, Synthesio, a global social intelligence company with offices in New York, London, Singapore and France, is helping organizations turn that big data into analytics and actionable insights that fuel business intelligence, at scale.”

Read the full article here.



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Synthesio Secures $20 Million Investment from Idinvest Partners

By Leah Pope | 

14 Mar 14 | 

Category: Synthesio news

synt2Exciting news from Synthesio! We’re pleased to announce Synthesio has secured $20 Million in funding from leading European private equity firm, Idinvest Partners.

This investment will be used for continued innovation, research and product development, as well as expansion and development of the global team located in offices in New York, London, Paris, and Singapore.

The $20 million investment follows a year of growth and accolades for Synthesio that includes:

  • Earning the highest scores of all Enterprise Listening Platforms in the The Forrester Wave™: Enterprise Listening Platforms, Q1 2014 report for our advanced data processing capabilities, user-friendly dashboards, and strong integration and partnership plans

  • Identified as one of the top choices for companies looking to monitor and analyze social media on a global scale in Gartner’s Who’s Who in Social Media Analytics

  • Named in the Future Fifty programme as one of the 50 most promising tech companies operating in the UK & as one of the 100 most innovative, high growth ventures in the UK by the SVC2UK Top 100 Club

  • Being named in the Deloitte Technology Fast 500 EMEA, which recognizes the 500 fastest growing tech companies in EMEA

  • 100% growth in clients and revenue in the last year and a strategic partnership with IBM Connections.

Synthesio’s global presence and focus on international markets was a significant draw for us. Like Criteo and Talend, who are also leaders in their fields, Synthesio is a company that we are thrilled to be working with and a part of what they do next,” said Matthieu Baret, Partner, Idinvest Partners.



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