Customers interact online: posting reviews, commenting, sharing stories, and joining communities and forums. What they say matters to your reputation, and how you respond matters to their customer experience. But how do you track and manage—and act on—what goes on out there?
One of our clients—a Pacific Northwest software giant—had a lot of customer interaction and activity on global social media sites across multiple locales and languages. But they had no process for systematically capturing, tracking, assessing, and applying that wealth of user sentiment data to help resolve customer issues.