Questback launches tool for Facebook feedback managementby
9th Sep 2011
Norwegian company QuestBack is ramping up its social CRM offering with a tool to help organisations reap tangible business benefits from Facebook fans and better understand their customers.
QuestBack Social Insight offers a professional feedback management system for data collection from Facebook fans and visitors. It also offers a method of capturing Facebook users’ profile data which combined with the users’ direct feedback provides an additional dimension to enhance data analysis, communications and action management.
Ivar Kroghrud, CEO of QuestBack, said the application allowed customers to capitalise on the increasing role social media played in today’s communication between brands and customers. “Facebook is an amazing channel for building brand awareness and represents a way for people to directly connect with the brands and products they care about. However, organisations are yet to leverage the full potential of this meeting place, even if they have huge numbers of fans on Facebook.
“With QuestBack Social Insight there is finally a new way to create tangible business value from Facebook fans. The resulting insights can be used to influence future interactions, product development and brand strategy. With QuestBack Social Insight businesses can collect data from Facebook fans, gain a better understanding and engage with them in a better, more controllable way,” Kroghrud added.
The product is an extension to the QuestBack EFM service and will be launched as a separate module available to customers in all of the 17 QuestBack global markets. It follows the launch earlier this year of Globalpark ’Social Insight Connect’ for large organisations. The QuestBack launch will extend the Social CRM offering to all QuestBack customers.
With more and more businesses embracing social media to reach audiences, Social CRM is vital for managing customer relationships through social networking sites, such as Twitter and Facebook, with analysts predicting rapid growth of the market over the coming years.