Attensity has a new solution enabling users to track, analyze and act on customer conversations in blogs, Web forums, product review comments and other forms of online customer exchanges.
Attensity Market Voice automatically harvests online customer feedback and delivers it directly into its Exhaustive Extraction engines for analysis of sentiment, identification of the root cause of issues and for early warning on emerging issues and opportunities. The solution also includes pre-built output including analysis reports and dashboards.
The company says customers that deploy Market Voice have the ability to aggregate and analyze invaluable customer sentiment on the Web, as well as identify and curb potential issues with new product introductions or marketing messages. Users can combine real-time online feedback with that residing in company service and call center notes, e-mails and survey responses.
By analyzing both customer conversations online and direct feedback from customers, users can validate issues discussed on the Web with direct customer complaints, informing companies if only a select few customers are disgruntled and blogging accordingly, or if there is an overarching trend. Companies can also identify emerging issues being discussed online to anticipate potential increases in inbound complaints and service resource utilization.