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.