First of its kind solution integrates with existing CRM systems enabling
a holistic customer engagement and feedback management program
BRIDGEPORT, CT, July 23, 2012 /CNW/ - QuestBack, a global leader in enterprise feedback management (EFM) and Social CRM, today announced the launch of Listen & Act, a social engagement tool that allows organizations to transform social
media messages into actionable dialogs and seamlessly integrate these
insights into CRM data, generating ROI and revenues.
(Logo: http://photos.prnewswire.com/prnh/20120723/546197 )
Social media is the fastest growing communication channel today. With
the continued growth in smart phone adoption, end-users are
incorporating social media into their every-day lives and online
channels are becoming the primary way for customers to voice their
support or disgruntlement. Customers expect customized communication
via social channels and businesses are struggling to manage and measure
their social media activities. Businesses that are able to tap into
social media messages and sentiment, regardless of volume, and
efficiently manage this environment, are enjoying stronger customer
loyalty and more positive referrals.
Listen & Act enables businesses to quickly sift through messages, view
levels of influence and seamlessly utilize engagement tools, such as
surveys and communities, to create unique experiences for their
customers based on inquiries and preferences. This provides deep
benefits to both the customer and the business. Customers feel more
valued due to the high quality of engagement, while businesses gather
deeper insights to enrich existing CRM data.
Combining insights gained from new customer touch points, such as social
media, enables businesses to act faster, have more targeted offers,
accelerate problem resolution and ultimately reap the benefits of
greater share of wallet from happier customers.
"Listening - through both solicited feedback, and social media
monitoring - gives critical insights into consumer sentiment and
behavior," said Jim Davies, Research Director for CRM at Gartner. "Businesses that can effectively
leverage such insights to attract, retain and grow customers will have
an advantage, with benefits increasing as the 'voice of the customer'
becomes one with business culture and processes."
"We understand the importance of powerful customer engagement to drive
loyalty and revenues, and social media is no different," said Ivar
Kroghrud, CEO for QuestBack. "Our Listen & Act solution enables
businesses to deliver a higher quality customer experience, without
additional resource. By tapping into the power of the customer, and
strengthening loyalty, businesses can be winners in what we are all
trying to succeed in - the experience economy."
Additional benefits include:
Easy feedback management through keyword monitoring and grouping of
common themes, accelerating analysis and ability to act
Seamless integration with the QuestBack feedback and social engagement platform, to gain
deeper insight into the individual behind the messages received by use
of online surveys
Integrated Sentiment Analysis and Klout Score, making it easy to prioritize actions and identify key influencers
Single view of the customer with the unique QuestBack people data hub that combines unstructured
social media data with structured CRM data, enabling a 360 degree
QuestBack is a global leader in enterprise feedback management, customer experience management, Social CRM, and market research solutions. The company's SaaS-based feedback and dialogue solutions enable organizations to gain actionable insights and build stronger
relationships with customers and employees. More than 4,000 global customers - including Volvo, Ernst & Young, Coca-Cola, Microsoft and Bosch - rely
on QuestBack to increase customer and employee satisfaction through
real-time feedback. Founded in 2000, QuestBack is headquartered in Oslo, Norway and privately held with 19 offices
Learn more about Listen + Act here: http://www1.questback.com/news/release/item/2012/07/listen-act.html.
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