Keep track of online comments on third-party websites and respond quickly, decisively and personally to improve brand reputation and customer perception

Consumers no longer simply read website pages, preferring instead to interact, share, collaborate, view and publish online. These changing Internet habits have resulted in consumers posting their opinions, comments, reviews and experiences online – especially in forums and blogs. In fact, as the founder of Facebook recently observed, the Internet has given people a voice across the world for the first time. These days, online conversations are taking place everywhere, not just on social media favourites.

Against this backdrop, companies have to continually and consistently monitor conversations across the Internet and respond accordingly – especially in relation to those featured by online publishers and aggregators. numero works with GNIP, a leader in the field, to track activity across more than 40 major online publishers and aggregators.

Whenever anyone publishes anything on any of these channels that relates to monitored phrases (such as brand and company names), it is captured and interpreted by the numero solution.  Natural Language Processing (NLP) determines the sentiment of the comment along with the brand, customer details and enquiry category to which they relate where appropriate.  As a result, online comments are automatically allocated to the appropriate business workflow and routed to agents with relevant skills.  Using sophisticated routing rules, numero can route the comment to multi-skilled telephony agents during quieter periods to ensure queues are kept to a minimum and service levels maintained.  And, the numero solution can manage complex company/brand relationships, so is ideal for contact centre and back office operations that handle multiple brands.

The numero Buzz Monitoring service is often used to respond to negative comments published online by customers who vent their frustration with other aspects of customer service.  Through the numero solution, these potentially damaging opinions are responded to quickly and efficiently within the native channel – preventing negative comments spreading and ‘pockets of discontent’ forming.  Such a personal and proactive approach is a powerful way to respond and often converts dissatisfied commentators to positive brand advocates.

To complete the picture, the flow of communication is recorded against relevant customer details to maintain a 360 degree view within the organisation.

key features

• Checks all messages for spelling mistakes and profanities
• Records dialogue against customer records where appropriate to provide a 360 degree view of the relationship
• Includes centralised, self-learning knowledge base
• Interprets comments through proprietary NLP technology
• Enables comments to be responded to individually and automatically
• Automatically monitors customer comments across 40 online publishers and aggregators
• Automatically escalates issues to supervisors/managers when conditions are met
• Handles different brands/companies from a single platform
• Comprehensive audit and QA processes ensure the highest possible outbound quality
• Quickly addresses comments either within the originating environment or offline to protect and enhance brand reputation
• Applies relevant service levels to different companies, brands and email types
• Tracks customer comments through sophisticated customer/case rules
• Provides comprehensive management information and reporting
• Enables online comments and dialogue to be routed to nominated agents for action

download the data sheet