More than buzz measurement
Social media is huge. And so is the amount of data it generates. Fortunately, Overtone, a KANA solution, goes beyond merely monitoring it all to actually uncovering the topics, meaning and sentiment of customer conversations.
Continuous, real-time and deep textual analysis of the massive information from all social media, as well as direct online feedback from the Web, email and surveys, give you the actionable insights needed to respond faster, make smarter business decisions and provide better customer experiences.
If you're not already tuned in to the customer conversation unfolding about your brands, products and services on Facebook, Twitter and in countless community forums, you're probably ready to. There's no denying the new voice of the customer. However, simply monitoring social media, service channels such as phone, email, chat and online feedback isn't enough to leverage the benefits of intelligent listening—just as merely reacting to keyword alerts doesn't engage with your customers or provide support on the level they increasingly expect.
Using advanced text-analytics built specifically to handle natural language and "internet speak," such as misspellings and acronyms, Overtone automates the nearly impossible task of really listening—to all your customers, all the time. By uncovering the topics, meaning, and sentiment in customer conversations, Overtone accurately spots problems and trends, determines causality, and reports actionable insights from the massive amounts of customer communications and social media chatter.
To respond to your customers' needs, you have to know what they want. They are letting you know what that is online, through regular service channels and in social media settings. Not only do you want to make sure you hear them, but you want to make sure they hear you—in one clear and consistent voice across all customer touchpoints. With Overtone they will.
