Keeping Yahoo! customers happy with Overtone’s integrated, real-time feedback application suite.
Situation
Yahoo! Music is one of Yahoo! Inc.’s content-driven business units that provide a subscription-based premium and free digital music jukebox, among other free music offerings. The product development team releases new software versions on a regular basis to introduce new features and improve performance. For more than two years, Overtone has been helping Yahoo! Music collect and analyze their customer feedback as part of the overall business process for product and service improvements. Specifically, Yahoo! Music is tracking important issues related to software product releases such as new feature requests, product enhancements, software performance and error detection, and technical issues typical of online software applications.
Actions
During a recent routine product release, Overtone's Early Warning System identified a critical product issue through analysis of customer comments from Yahoo! Music's website. The nature of the issue was reflected by users complaining that their anti-virus software programs detected the download as a potential security threat. In real time, an Emerging Issue Alert identifying this apparent software issue was sent to the appropriate stakeholder within the company.
Results
Having received an Emerging Issue Alert, Yahoo! Music’s product development team fixed the bug and rapidly released a new version of the software before it became a widespread concern for customers. The team was able to avert a potentially disastrous situation that could have negatively impacted customers’ experience in installing Yahoo! Music’s software products.
“Overtone's Emerging Issue Alert helped us identify an undetected problem immediately after our software release. This allowed our team to pinpoint and address the issue within hours and confidently push out a revised version of software before the problem became widespread and difficult to manage" -Gary Brotman Director of Product Marketing, Yahoo! Music
