The Overtone Difference
Overtone provides a customer listening solution that goes well beyond social media monitoring. We are the only company that delivers meaningful customer insights for strategic decisions and intelligent action. Our proven solution, OpenMic®, analyzes unstructured customer- generated text from social media and direct online customer feedback for many of the world’s leading consumer brand companies.
More than Buzz Measurement. OpenMic uncovers the sentiment and meaning of online chatter about your company. We listen and report on what your customers are actually saying, in their own words, about your company, products or services. We’ll tell you what customers most want to communicate, to what they are actually feeling, both good and bad, and we’ll spot trends in conversations and opinions.
Understand Your Customer at Every Touchpoint. OpenMic continuously collects, processes, and analyzes customer feedback within all interaction channels that you select: social media, email, SMS, forums, forms, surveys and any other consumer generated media. Everyday Openmic does the seemingly impossible task of listening and analyzing millions of customer conversations, and gives you insights when you need them.
NLP? FTW! OpenMic uses Natural Language Processing (NLP) to read text for you, including acronyms and misspellings. OpenMic discovers and matches customer intent to a limitless set of words and phrases. By assigning weights to words and phrases, as opposed to simple exact match keyword logic, OpenMic produces real insights that are reliable and more accurate than simple keyword search and results. And, OpenMic’s NLP approach enables comprehensive sentiment analysis by time, location, author, and topic or any combination of each.
Power Social CRM with Reliable Intelligence. Using the best information – take the right action for each customer. The accuracy and relevancy of customer intelligence from OpenMic is unmatched. The valuable insights our customers gain allow them to automate in real-time a customer-specific response, route critical customer issues internally, or feed a master customer database with meaningful feedback data for better segmentation and loyalty management.
Social Media is Getting Louder Every Day. The online voice of the customer is not going away. There is no controlling online opinions and sentiments. By listening to the massive volumes of consumer information online, you’ll better understand your customers and more effectively serve their needs while building your brand. Start with OpenMic – We’ve been there, done that.
