Overtone - Social Media Monitoring and Measurement

Service Improvement

If your brand is the amalgamation of the entire customer experience with your organization at all its touch points, customer service can be one of the most emotionally engaging. Consumers will respond dramatically to even small missteps or unaccommodating policies so keeping a close ear to your customers' attitudes is vital to maintaining and elevating your net promoter score. With an integrated customer listening system, you can leverage your customer feedback to monitor, maintain and custom tailor the quality and character of your customer service to your customers.

• Identify best practices and exemplary efforts by individual employees, teams or business units by providing multiple feedback channels for your customers to voice their opinions.
• Automatically find correlations between aspects of service and customer satisfaction as well locations, time periods, and customer segments.
• Rapidly identify and characterize root causes of persistent and resource-intensive service issues.
• Become alert to emerging trends to proactively adjust your service delivery to meet anticipated customer needs and potential points of annoyance.
• Identify new customer segments or unexpected service attribute correlations to develop product and service packages that deliver value in line with your customers' needs and expectations.

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