Social Media Monitoring Webinar

Event Details

Recorded: May 4, 2011

What: a one-hour complimentary webinar, "The new voice of the customer is loud! But, is it clear?

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Speaker: KANA Marketing Team

Watch the recording: Complete the form and get instant access to this webinar

"I just had a bad experience with <your company>" is a comment posted to Facebook and Twitter. What does it mean? How should you respond?

If you're not already tuned in to the customer conversation unfolding about your brands, products and customer service on Facebook, twitter, countless community forums, and standard service channels - you're probably ready to. There's no denying the new voice of the customer. However, simply monitoring social media 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.

Experience Analytics, a KANA Solution, automates the nearly impossible task of really listening—to all your customers, all the time. By uncovering the topics, meaning, and sentiment in customer conversations, Experience Analytics accurately spots problems and trends, determines causality, and reports actionable insights from the massive amounts of customer feedback and social media chatter.

Join KANA for a free webinar on May 4th, 2011 at 11AM to learn about the value Experience Analytics, a KANA solution, can bring to your service organization.

Key topics we will cover:

• Identify best practices and exemplary efforts by individual employees, teams or business units by providing multiple feedback channels for your customers to voice their opinions.
• Automatically find correlations between aspects of service and customer satisfaction as well locations, time periods, and customer segments.
• Rapidly identify and characterize root causes of persistent and resource-intensive service issues.
• Become alert to emerging trends to proactively adjust your service delivery to meet anticipated customer needs and potential points of annoyance.
• Identify new customer segments or unexpected service attribute correlations to develop product and service packages that deliver value in line with your customers' needs and expectations.

KANA recently acquired, Experience Analytics - a social listening company that delivers meaningful insights from customer feedback and social media. Experience Analytics enables companies like Microsoft, Yahoo, Barney's, Wal-Mart, Equifax and Continental Airlines to listen to the voice of the customer.

To respond to your customers' needs, you have to know what they want. Increasingly, they are letting you know what that is online and in social media settings. 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 touch points. With Experience Analytics they will.

Complete the form and get instant access to this webinar.