Deeper insights. More meaningful service interchanges
The insights you get from regular service channels such as phone, email, chat or online feedback and social listening are only as good as the analytics behind them. That's why the world's leading brands rely on Overtone, a KANA solution, to provide them with the actionable insights needed to give their customers good experiences.
Overtone continuously collects and processes customer feedback across all channels relevant to your business—email, social media, SMS, surveys, chat, forums, etc. It surpasses simply monitoring the massive amounts of information, to actually uncovering customer sentiment and topics in conversations. Overtone provides meaningful insights into what your customers need and prefer and how you best can accommodate those wants. With Overtone, KANA gives you a truly rounded view of your customers and delivers on the real meaning of listening.
Using advanced text-processing capabilities, Overtone analyzes the root cause of commentary—positive or negative—to turn feedback into actionable information. Natural Language Processing (NLP) technology goes beyond the logic of keyword monitoring to accommodate the way people actually speak and write. NLP handles acronyms, misspellings and idiomatic language to accurately pinpoint topics and identify emerging patterns and trends in the customer conversation.
But don't just take our word for it—find out how leading brands are already having success using our solutions.
Data and insights garnered across channels are disseminated throughout your customer service operations to your knowledge banks and CRM system. By integrating insights from online customer feedback and social media with your other data, the information is made even more powerful. Overtone detects the importance of queries and determines the best channel for response–whether that's a high-priority agent phone call or an automatic response from the system. Problems are easily remedied across channels and specific customer complaints can be responded to directly, in real time.
