More than buzz monitoring.
Social media is huge. And so is the number of online conversations on social networks. Fortunately KANA Experience Analytics, goes beyond merely monitoring brand mentions to actually uncovering the topics, meaning, trends and sentiment of customer conversations.
Continuous, real-time and deep textual analysis of the massive amounts of information from social media, as well as direct customer communication channels including online feedback, email, surveys, chat and other customer touchpoints, gives you the actionable insights needed to engage with customers faster, make smarter business decisions and design better customer experiences.
Are you really listening?
Tune in to your customers
If you're not already tuned in and analyzing customer conversations about your brands, products and services in social media and your direct customer communication channels, you're probably ready to. There's no denying the new voice of the customer. However, simply monitoring social media and service channels such as phone, email, chat and online feedback isn't enough to leverage the benefits of intelligent listening—just as merely reacting to keyword alerts doesn't engage with your customers or provide support on the level they increasingly expect.
Using advanced text-analytics built specifically to handle natural language and "Internet speak," such as misspellings and acronyms, KANA Experience Analytics automates the nearly impossible task of really listening and understanding—all your customers, all the time. By uncovering the topics, meaning, and sentiment in customer conversations, KANA Experience Analytics accurately spots problems and trends, determines causality, and reports actionable insights from the massive amounts of customer communications and social media chatter.
To respond to your customers' needs, you have to know what they want. They are letting you know what that is online, through direct communication channels and in social media. Not only do you want to make sure you hear them, but you want to make sure they hear you—in one clear and consistent voice across all customer touchpoints. With KANA Experience Analytics they will.