Thumbs up or thumbs down?
Can't keep pace with the massive volumes and constantly morphing language of online and social media? Reacting to keyword alerts rather than tapping into what your customers are openly sharing with you—and the rest of the world? Many companies are ready to listen, but don't know what to make of it all.
If you're simply monitoring chatter for negative fallout, you're missing out on everything social media has to offer: a wealth of opinion openly shared by your customers that would be costly to collect in any other way. It's time to leverage what customers are saying about you for better service experience management.
Overtone alerts you to problems and delivers the insights needed to create a more personalized service experience for every customer.
It's difficult to keep up with the newest acronyms in online and social media, comprehend the lingo of different demographics and predict misspellings. Overtone solves these difficulties using Natural Language Processing (NLP) technology. NLP recognizes that people speak in idioms, phrases and sentences—not keywords—and interprets meanings in the context of your specific business. Overtone discovers and matches customer intent by identifying statistically significant patterns within customer conversations. This unbiased analysis coupled with a limitless set of words and phrases provide true sentiment analysis.
Tracking keywords often results in flagging vast numbers of comments, but the sentiment expressed in them often remains unknown. Keywords used specifically for identifying sentiment can result in a number of “false positives,” significantly diminishing the effectiveness of a customer listening program. And if a specific keyword isn't mentioned, relevant comments can go unrecognized. Really listening means understanding. Overtone gives you the complete picture of your customers' voice across every customer interaction channel.
