Overtone - Social Media Monitoring and Measurement

Solutions by Business Process

Real-time customer intelligence delivers benefits to key drivers of your business from operational excellence to strategic advantage in new product innovation and brand planning.

• Customer Experience Management
  • Identify in real-time the important issues that drive customer satisfaction with comprehensive and continuous Voice of the Customer (VOC) analysis.
  • Clarify customer expectations with dynamic open-ended questioning.
  • Remediate customer issues with real-time Social CRM capabilities and routing to stakeholders.
• Product Management
  • Surface the product and service enhancements that matter to their consumers from online conversations.
  • Prioritize product enhancements in response to direct feedback.
• Reputation Management
  • Continuous monitoring allows you see emerging trends and issues before they gain traction in the media or social media.
  • Identify conversation influencers that may positively or negatively impact your image.
• Net Promoter Score
  • Capture NPS scores and the "why" behind them to drive smart decisions across your company.
  • Continuously capture NPS scores and reasons at every critical customer touchpoint to proactively deal with issues and apply loyalty offers in the right context.
• Promotional and Sales Effectiveness
  • Increases sales and identify cross-sell opportunities.
  • Recognizes the impact of promotional activities.
  • Evaluates customer response to price changes.
  • Pinpoints trends that resonate with customers.
• Customer Service
  • Proactively listens to customers to reduce attrition or churn.
  • Identify and proactively address emerging issues to mitigate inbound communication volumes.
• Customer Research Efficiency
  • Automate tasks of collecting, categorizing, and reporting on feedback.
  • Focus more of your resources on generating business and revenue instead of inefficient root cause discovery of unmet customer expectations.
• Celebrity Endorsement Management
  • Continually understand what millions of people are saying about your brand spokespeople within social networks, discussion forums, Twitter, etc.
  • Better select, negotiate, and track new endorsements with up to date information vs. just Q Scores or other periodic indexes.
  • Quickly assess the online reaction to celebrity news and announcements.

You cannot ignore the strategic advantage that continuous brand monitoring offers your company. Please schedule a personalized demonstration of the OpenMic integrated listening suite.