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ATTENSITY MARKET VOICE

Overview

The Internet has fueled an explosion of customer feedback. Armed with a ubiquitous platform for publishing all types of commentary and criticism, customers now generate feedback in unceasing volumes. This feedback often contains critical information about purchase intent, purchase experience, product performance, feature/function evaluation, service experience and competitive comparison.

"Consumers are leading a massive, global conversation about products, services, and companies. Today, there are approximately 75 to 100 million blogs and 10 to 20 million Internet discussion boards and forums in the English language. Consumers use online media, phone calls, emails, chats, and text messages to discuss what, when, and how they buy. And consumers, not marketers, lead the discussion."
PRICE WATERHOUSE COOPERS, FEBRUARY 2008

Attensity Market Voice enables organizations to rapidly and accurately understand and analyze the Market Buzz found in web forums, blogs and product reviews. This consumer generated media (CGM) includes valuable information about products, services, issues and general customer sentiment. The solution is optimized for analyzing customer feedback online and includes the following features:

Features

  • Automatically scrapes online customer feedback and allows users to schedule scrapes, scrape historical and/or new information and manage their scraping process
  • Feeds directly into Attensity's patented text extraction engines
  • Enables side-by-side analysis of internal customer feedback in emails, surveys, service notes and chats sessions with the "Voice of the Market" found online
  • Includes automated dashboard output and analysis tools for sentiment analysis, identification of product/service issues and drilling into root cause

Benefits

  • Rapidly and easily analyze customer feedback communicated in channels outside the four walls of your company: blogs, web forums, product reviews and more
  • Monitor the market buzz about your products, services and marketing campaigns to get an early view of perceptions, issues and opportunities
  • Identify early issues that could cause an increase in inbound calls and emails and proactively provide resolutions and information to customers to increase loyalty while mitigating inbound communication volumes