Customer experience management solution vendor CFI Group has announced a new monitoring technology to capture and analyse customer conversations across social media.
The product, CFI Social Media Monitor, gives brands the opportunity to receive real-time updates on their customers and identify issues before they prove to be problematic, as well as connect directly with customers through conversations on Twitter or Facebook, while also monitoring Pinterest, YouTube and blogs.
With the social media dashboard, businesses can watch sentiment and buzz trends to understand patterns of customer loyalty and measure customer satisfaction.
The tool will work in conjunction with the vendor’s enterprise feedback management offering, Customer Feedback Insights Platform, thereby boosting the number of channels that the solution can capture feedback from.
"Receiving unsolicited feedback about your brand presents a multitude of opportunities," said Terry Redding, director of product development for CFI Group. "Ultimately, this feedback offers anecdotes about customer perception that are not typically gauged in traditional surveys. This information includes early indicators of looming problems, competitive intelligence and immediate and ongoing insights to customer behaviour."
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