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Learn best practices in Social Media and Direct Feedback Listening. Download our Whitepaper.
Customers expect 24/7 connectivity. Especially to you.
As more and more people have become wireless subscribers, the focus has turned from how to attract new subscribers to how to retain customers and reduce churn. Availability of smartphones and data plans now factor into customer decision making as much as voice plans and dropped calls, and dissatisfaction with any one of these issues can drive a customer to switch carriers. Device manufacturers face similar difficulties as innovative features like app stores, multi-touch and video calling drive competition amidst decreasing prices. Overtone’s OpenMic can provide insight into which issues are top of mind among consumers in this ever changing market.
Establishing and maintaining brand relevance and consistent operational excellence is daunting. Even more so now that the explosion of social media has made every aspect of pricing and service almost completely transparent to consumers. At the same time perceived shortfalls in quality of service can be magnified exponentially by the ease with which a single disquieted customer can broadcast their complaint worldwide from a blog or forum. OpenMic helps you address all the new challenges comprehensively by delivering actionable customer insights in real-time.
Social Media: Your customers are already talking online about your brand, so why not take advantage of the wealth of information being posted every day on Facebook, Twitter and other online communities to gain a better understanding of how consumers view your brand. OpenMic brings together comments posted across the Web to paint a clear picture of the topics and issues most important to consumers. Find out who is considering changing service providers or handsets before they make the switch, and reach out to them with special offers or promotions to reduce attrition. Listening and responding to social media conversations is crucial in today’s interconnected world.
Direct Feedback: SMS, call center transcripts, email, and Web comment forms can all be collected and processed by the OpenMic advanced customer listening system. Getting customer feedback through the wireless or telecom device itself improves representative sampling, response rates, and accuracy of your customer research. OpenMic can process SMS comments continuously, in real-time. There is no better way to solicit feedback from a wireless text customer than a free-form text box. Not only do you get the customers comment in the exact context in which they experiencing your product or service, but in the exact same channel and format.
Better than surveys: Surveys are limited in the amount of information they can provide, as customers only respond the questions that are asked of them and often leave out critical feedback. OpenMic's intelligence engine allows you to pull the same kind of quantitative data out of free-form responses. Now you can use your own powerful customer channels to uncover useful and actionable insights.
Consolidate your customer intelligence: The mobile channel is just the beginning. With OpenMic you can collect, categorize and analyze customer sentiment, issues and praise from all your customer touchpoints from hardware to software, from retail outlets to online billing and ecommerce. With our SaaS-delivered solution, you can gather insights from every part of the value chain and uncover the issues causing disappointment and satisfaction at every level. You'll know what is driving your net promoters and net detractors and be able to take intelligent action quickly.
Lower costs, improve service, and build loyalty: Nothing defuses customer ire and inspires good feelings like immediate gratification. Continuous brand monitoring lets you engage your customer in real-time. OpenMic's built-in rules engine lets you engage the customer at the time they contact you. For example, if OpenMic categorizes a comment as about "Voicemail" and you know you have had a recent service outage, you can automatically respond with message conveying information about the outage, an apology or an offer for rebate or complimentary service. Continuous real-time monitoring lets you take action immediately, without expensive service resources and gives you the chance to turn a potentially costly encounter into a net promoter gain.
You cannot ignore the strategic advantage that continuous brand monitoring offers your company. Please schedule a personalized demonstration of the Open Mic integrated listening suite.
