Listening to customers: proactively ensuring good experiences
By listening to customer feedback, Yahoo! Music turned a potentially widespread problem into a non-issue. Emerging Issue Alerts ensure good experiences for its customers.
Yahoo! Music, an online music site and one of Yahoo! Inc.'s content-driven business units, gives users free and subscription-based access to songs, music videos, Internet Radio and more. New versions of software are frequently released to introduce the latest features and improve performance. Analysis of customer feedback in real time is key to ensuring that software releases go smoothly in terms of performance and error detection.
In the Customer's Words
“Overtone's Emerging Issue Alert helped us identify an undetected problem immediately after our software release. This allowed our team to pinpoint and address the issue within hours and confidently push out a revised version of software before the problem became widespread and difficult to manage.”
Gary Brotman
Director of Product Marketing, Yahoo! Music
Continuous, deep textual analysis of customer comments in real time detects errors and discovers technical issues typical of online software applications. When Yahoo! Music's customers complained that their anti-virus programs were detecting a new download as a potential security threat, Yahoo! Music could nip the problem in the bud. The problem was detected in the large volume of constant feedback and routed to the appropriate person in the organization. Once alerted, Yahoo! Music made sure customers could download the software they needed to keep on having good experiences
