Voice of Customer and Social CRM

Getting Started with OpenMic

Deploying OpenMic is fast and straightforward. The software-as-a service OpenMic solution requires no software or hardware installation. All the administration and reporting features, dashboards and data, are available online through a standard web browser anytime, anywhere.

Overtone has a seasoned team of professionals to help you get started and gaining meaningful new insights quickly. After initial deployment, you will be assigned an account manager who has the goal of making sure you are successful. Your base level subscription includes a set amount of consulting hours per month. Deeper and more extensive consultation on listening strategy, social media engagement, and business rules automation are available and uniquely tailored to leverage the incredible power and flexibility of OpenMic.

For Direct Feedback:

1. Listening Audit - Our business consultants will work with you to conduct a listening audit. In the audit you will identify and characterize your direct feedback channels. You may also craft plans to open new channels with webforms, email or SMS so that you can collect customer comments at every point of brand interaction.
• Survey all direct and/or indirect listening channels. Characterize the data streams in terms of both topics and sentiment as well as associated structured attributes like demographic, behavioral or transactional data that can be collected at the same time.
• Identify the needs of your organization and which departments would find the data critical to their mission. Engaging your company’s end users of the insights in the customer listening initiative, you’ll set the groundwork for making customer listening a core function in your organization.
• Map the insights available from your customer communications to the needs of the business users.

2. Configure the System - You may have a backlog of unexamined customer feedback that can be uploaded at once to serve as an exploratory data set for configuring the system. Our business analysts will work closely with you to develop the specific listening categories, alerts, dynamic business rules, reports and other capabilities that will deliver the customer intelligence relevant to your business operations and goals.
3. Insights - Immediately after the initial configuration, OpenMic automatically collects, categories, and analyzes customer comments and social media content. You'll have emerging alerts and real-time monitoring of actual verbatim and in less than 24 hours you'll have meaningful insight reports. If and when you venture beyond the comprehensive core suite of reports and dashboards, OpenMic's powerful exploratory tools enable you to identify new topics to analyze, measure and report. Our report builder then helps you create your own reports, views and data models as you see fit. Lastly, the robust API out can connect the customer listening analytics to your other business intelligence tools.

For Social Media:

1. Listening Audit - If your company already sponsors or hosts an online community, review or forum site, you are in a great position to immediately begin distilling actionable insights from social media. Conversations about your brand are occurring all over, but you’ll find that the bulk of the meaningful conversation is happening on a finite number of sites, channels, and venues. The first step in a social media listening deployment of OpenMic is to identify these locations. Our business analysts work with you to quickly perform a thorough audit of the data sources most relevant to your social media analytics needs.
2. Configure the System -Our analysts configure the categories, alerts, dynamic business rules, reports and other capabilities that monitor measure and engage the consumer conversations on the wider social web.
3. Insights Once all the right feeds are setup - Time to insight is instantaneous, you'll see trends in the data from the get go, and substantive reports in less than 24 hours. Our core suite of reports and dashboards deliver the insights you need, and are extensible and expandable to deliver insights to questions you hadn't thought to ask. Adding and removing many datasources can be done from the browser

The proof is in the Insights: For many companies, customer listening is uncharted territory. Everyone knows you need to do it, but making sense of available solutions is herculean task. To help you with this challenge, we’ve put together an attractively priced quick start solution package which enables you to see immediate value without the risk of a long term contract. Call 760-517-4102 or email sales@overtone.com to schedule an online demonstration today.