New social media customer intelligence solution introduced

Attensity Group has introduced a new offering in its Voice of the Customer (VoC) application suite for finding and mining the collective wisdom in customer conversations in emails, web forums, surveys, CRM notes, and other sources.
 
The new offering, Attensity Analyze for VoC Community Advantage, is a hosted solution designed to better “leverage the deep insight available in customer communities”. It enables organisations to analyse their customer discussions in web community forums. This solution is being offered at a promotional entry price of $7,500 per month though September 2010. Free trials are available, too.
 
On the utility of its new solution, the company explained that a retailer can go beyond why its customers are unhappy or happy. This is being facilitated through at-a-glance charts and graphs showing compliments, complaints, sentiment, at-risk customers, and “intent to buy” events around a particular store or product.
 
“Managers can uncover new insights, see what products might be causing the most issues, which service personnel are gaining kudos for their performance, and spot potential issues with products or locations before they surface in the official help desk channels,” stated the company.
 
Although there is room for improvement in sentiment analysis, the company says the near-real-time analysis of events allows marketers to identify which communities are important to them, and which ones need further attention.  It also allows them, for the first time, to understand immediately what effects their actions have and adjust campaigns and plans in real time –invaluable to improve the message and ensure a good reception by the public.