Voice of Customer and Social CRM

Quicker Engagement Leads to Improved Customer Satisfaction
and Increased Loyalty

• Easily uncover opinions and sentiment that help you identify needs and opportunities to improve customer satisfaction.
• Identify key promoters and detractors.
• Proactively engage customers at the time they experience your brand.

Enhance Brand and Reputation Management

• Learn about emerging issues, relative to your brand, before they bubble up into online social networks or the media.
• Act on customers' concerns in a time frame where it can make a difference.

Innovate Product Management

• Capture customer preferences on product features and benefits.
• Illuminate competitors’ strengths and weaknesses.
• Mine and analyze customer intelligence for emerging market trends.
• Extend product lifecycles by uncovering and exploiting off-label uses, new customer segments and line extensions.
• Track customer reactions to product launches in real time.

Step Up Sales and Marketing Effectiveness

• Identify up-sell, cross-sell opportunities.
• Real-time execution of online, personalized offers.
• Measure the impact of promotional activities.
• Evaluate response to price changes.
• Pinpoint trends that resonate with customers.

Significantly Better Customer Services

• Proactively listen to customers to reduce churn and improve customer retention.
• Identify emerging issues to mitigate inbound communication volumes.
• Minimize reactive service response by identifying issues before they escalate.
• Improve quality of self-help knowledge base.

Improve Research Efficiency

• Automates task of collecting, categorizing, and reporting on feedback.
• Eliminate unavoidable errors from human categorization.
• Eliminate high cost of human categorization.
• Focus more time on generating business and revenue from opportunities instead of on uncovering them.