Great Things Happen When Customer Service Leverages Social Media

  1 m, 8 s

Social media customer service text analyticsHello and welcome to 2015.  We’ve been pretty quiet here as we had a really really big finish to the quarter and then, well, it was the holidays.

Now we’re all fat, we’re working on some exciting new stuff for this year, and our noses are back to the grindstone.

Do people still put their noses on grindstones? Seems uncomfortable.

I just wanted to take a moment to give a shout-out to the team @TheTechMuseum. I had a problem with their ticketing system (seriously, Eventbrite, help them out). In a rare case (for me at least) of complaining, I took to Twitter.

Within 5 minutes, I had a tweet back from their marketing director, and was on the phone in 20 min getting my ticketing issue fixed. Muy Bien.

I know that they’re probably watching manually (I’m just guessing here.  Maybe they’re not.) – but we work with companies who get feedback from customers on social media at scales of thousands of interactions an hour.  The only way you can handle that, presuming you want to do something more than just ignore it, is to use natural language processing. Text mining. Text analytics.  Whatever you call it, we’re listening.

And we’ll help you and your customers find those moments when a little elbow grease and a phone call makes all the difference in the world.

Try our free demo now.

Categories: Voice of Customer