Track discussions on blogs, message boards, Usenet newsgroups and online opinion/review sites to identify what consumers are saying about your company in the marketplace. TNS Cymfony combines social media with your customer service emails and notes to uncover common issues, emerging patterns and candid feedback so that you can apply the information to continuously improve customer satisfaction.
TNS Cymfony Customer Service Insights Reports with Online Media Analysis
Supplement your internal metrics with the spontaneous feedback of the customers influencing others in the market based on their personal experience with you.
Customer Service Insights Reports will answer questions including:
- What emerging issues may impact loyalty and future consumer decisions
- What are consumers saying about how you treat your customers
- What service and product issues are your competitors facing and how should you prepare
TNS Cymfony will provide you with a qualitative analysis drawn from a full range of customer service touch points to give you the customer's view of the service experience, for your company as well as key competitors. The report benchmarks seven standard areas of customer service to evaluate the effectiveness of phone, email and web site interactions so that you can improve performance and quickly resolve any emerging issues.