Voice of Customer and Social CRM

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.
• Community Managers
  • Automate the nearly impossible and costly task of listening to all text-based conversations, all the time, in your company-hosted communities and beyond.
  • Identify major influencers based on speaker activity, centrality and sentiment. The system can be finely tuned to provide automated alerts based on specific message content of your choosing to ensure prompt engagement and response to issues as they happen (e.g. attrition risk).

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