Voice of Customer and Social CRM

Professional Services Overview

The Overtone Professional Services team has extensive experience deploying multi-channel listening systems for continuous monitoring, analysis, and engagement.

Overtone consultants have deep backgrounds in business intelligence, social media strategy, and analytics consulting, and have helped some of the world’s leading companies categorize and analyze the meaning of their customers’ comments to improve brand promise and performance. With over 100 implementations, thousands of enabled users, and over 300 million records analyzed, the team brings best practices knowledge to every client’s unique business challenges.

Overtone partners with clients to uncover valuable business insights – and formulate strategies for maximizing the value of this information. Consultants also offer valuable implementation support and advisory services to make sure your deployment delivers value quickly and consistently.

Listening Expertise to Maximize Strategic Insight Value

Overtone consultants help you source strategic conversations from any customer interaction channel (e.g., direct feedback, social media), design the listening categories relevant to your business, and deliver rigorous analyses that enhance customer experience, trigger operational improvements, and drive engagement strategies.

OpenMic Data Collection Services

• Listening audit: As customer comments grow, companies need best practices and tools to make sense of the chatter. To listen effectively and continuously – and be successful – an Overtone consultant will perform a listening audit and recommend a set of social media sources that will deliver rich and relevant user-generated content specific to your company, products, and services.
• Standard data sources: OpenMic customers can choose from thousands of online data sources that are included in a comprehensive set of standard social media websites.
• Custom data sources: Overtone can create and upload custom data files for complex analysis, and build data extraction agents to establish social media feeds not available via standard aggregator services.
• Mobile deployments: You can combine advanced mobile communications platform with automated listening capabilities to generate insights based on opinions collected via SMS.

OpenMic Categorization Services

• OpenMic Category definition: Overtone has extensive experience defining listening categories that are relevant to unique industries and business functions. Armed with actual verbatim and a best practices library of categories, Overtone can help define and refine the classifiers used to analyze the keywords, product names, themes, topics, and sentiment present in customer comments.
• OpenMic Category tuning: Overtone consultants work with OpenMic users to train thematic categories, and run all historical updates to ensure accuracy and consistency.
• OpenMic Channel health analysis: Given the dynamic nature of customer conversations, the OpenMic listening system’s configuration requires periodic monitoring to ensure continued accuracy. The Overtone channel health analysis reviews up to 15 categories for accuracy, and re-tunes any poorly performing categories. The analysis also redefines any category groups as required and publishes them to an Executive Dashboard. The channel health analysis also includes the creation of up to four additional standard reports.

OpenMic Analytical Services

• OpenMic Custom report creation and analysis: A consultant works with OpenMic users to define and scope the requirements of a custom insight report.
• Conversation monitoring: Overtone consultants actively track sentiment, topic, trends, influence, voices and more via OpenMic report and dashboard functionality on behalf of clients. Experienced human analysis helps turn data into actionable insights.
• Insight exploration: Consultant teams systematically explore specific sets of verbatim for meaningful topics, commonly used language, and other insights. Help clients quickly and intuitively isolate the set of verbatim that describes a significant issue or topic underlying a category trend.
• Predictive modeling: Overtone consultants work with OpenMic users to define a customer behavior to be predicted (e.g., churn) and to identify the data sources required to build the model. Overtone then applies appropriate statistical techniques to develop algorithms that forecast future customer actions. OpenMic users can use these algorithms to score customers or prospects, and improve customer strategies by differentiating treatment of each customer.
• Net Promoter diagnostics: Methodology for soliciting Net Promoter Score (NPS) from all touch points, including follow-on questions, analyzing the volumes of data/sentiments, and thereby providing the best approach to understanding the “why” behind the score and help companies quickly resolve potential issues.
• Community monitoring: Advisory services for community managers that provide deep content analytics for online communities that includes the ability to track topics and sentiment expressed by community members, moderation services, and other member-driven reports and analyses.
• Competitive intelligence: Track competitor mentions and conversations to understand how a brand is perceived in relation to value, service, functionality, and other buying criteria.

OpenMic Activity and Performance Measurement Services

• Alerts configuration: Overtone consultants work with you to define alert rules, including the logic operators, required actions, and outputs triggered by automated listening activities.
• Strategy development and engagement services: Overtone’s Professional Services can be customized to deliver comprehensive customer loyalty, brand monitoring, reputation management, sales and marketing effectiveness, product innovation, and customer service improvements analyses and recommendations. Deliverables include scorecard, strategic recommendations, and KPIs.

OpenMic Implementation and Support Services

Overtone’s turnkey implementation provides you with an integrated listening system tuned to the needs of your business. An assigned consultant will work closely with you to set up of specific listening categories, early warning alerts, dynamic business rules, reports, and other capabilities that enable a continuous flow of business intelligence from your customers and target markets. This initial configuration is typically completed for any standard deployment within four weeks.

OpenMic Training

Overtone’s Training Services helps ensure that all your employees take full advantage of the insights provided by OpenMic. In addition to the initial training as part of your OpenMic deployment, Overtone’s training consultants are able to deliver more tailored instructor-led training sessions at your location, Overtone offices, or via web-conferencing. Overtone’s training department can create programs to fit your specific needs, or bring new users of the system up to speed. Overtone consultants will meet with you before training begins to assess the skills and needs of the participants, develop a syllabus, and customize a training session based on your own business categories, customer insights, reporting needs, and specific business rules.