Get Satisfaction adds analytics tool; enhances engagement platform

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Get Satisfaction has revamped its customer engagement platform with a new analytics offering and enhanced capabilities.

Community Health Analytics 2.0 intends to help organisations derive revenue from the huge amounts of customer data generated inside the Get Satisfaction platform. The new analytics dashboard will allow companies to identify the most active topics and underlying service issues from within the community or across the web, as well as view their most influential customers and brand advocates.

The analytics offering also builds on Engage, Get Satisfaction’s widget architecture that it launched in May earlier this year, by providing marketers with insight around product interest and consumer intent.

Get Satisfaction CEO Wendy Lea explained that the introduction of the new analytics capabilities supports the company’s larger vision of delivering rich insights to customer organisations.

She said: “Companies face a major challenge in making sense of large pools of unstructured data created by high levels of engagement in customer communities. With Community Health Analytics 2.0, companies can leverage the insights in way that drive value at every phase of the customer lifecycle.”

The company also announced a number of enhancements to its platform of 65,000 customer communities including the unifying of all content repositories within the platform’s interface; the separation of topics into resolved and unresolved threads; and a new native Facebook app. 

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