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wareruoo cnnomcm - Wednesday. July Jr. 2013 - is . m~fiw Wamâ€" l Instant feedback I ‘ ) ' In the Chats new express servtce allows you to see what they re talkmg about 31(30an front-line customer service rep and eight Ch’TMiCle 5‘41? years later was a vice~president of customer mfim~*~-ml~ relations" lumuâ€"inc-mmwmuwvm. ocial media has become a great way to In that role. he learned the importance of n..- u. ,. by", S vent your spleen and let thousands of anticipating what was going on with the cus- C ' .1... ‘ people you’ve barely met know exactly tamer so that they could prevent the probâ€" .__,_ ___ .$::‘:.'..‘;::‘1 I what you think of a disappointing product. lem and they wouldn‘t have to call in to "‘ " 3M sewice or experience. complain. - .21.--- m a“.-. With Mner and the right 'hashtag,” that That helped reduce the impact on the '4:- a: c: a .23: information can be trer‘lding across the brand while also saving money by not hav- ”m“... .. .. a. l .m ,. . “a. l world within seconds and colouring the per ing to engage customer service reps to mas- f “: ... : ;: : 27-5-5131? " ' ‘ ception of someone in the market for the sage the hurt feelings ofitate customers. .:.':_-: . .. .- ,..-' same type of product or service. “Everything we did was phone based and I‘M-i ~ -' III I 1131;117:1412 â€" In the real-time world of the Internet that we had 6.000 agents across the country.” " T" ‘" .Z'. on. 'â€"’~~'""" “ ‘ information could be priceless since it could said Huehn. “To try to understand what was ._-,....,......_._m....._, _ allow companies to address customer com- going on in our base in any kind of a real- 'wm-mowuaâ€"anmoum . plaints before they get out of hand. or if time fashionwasverychallenging” ‘ ‘ you‘re the competitor, to find the type ofdis- Those customer calls could also be mis- This '5 "‘9 WW 0' a "W W W "C W985 and the Balanced W “”09 " 0"9'5‘ gruntled consumer who might just be open directed as people tried to figure out ifit was to a change. a hardware or service problem. “Getting and quicklyanalyze that chat.” service upgrade or to change their providers That’s the type of data mining a Waterloo- meaningful insight in a timely manner was In the Chat uses text-mining algorithms entirely That way the sales staff could strike based company. In the Chat Communica- always a challenge." said Huehn. that read and categorize social media con~ while the iron is hot. tions. launched last Thursday with lT(I And the more time a customer was left in lent the way human beings do â€" positive or “We've had an enterprise sales and servA Express It's a new service that will help comâ€" limbo the greater the chance you could lose negative ~ and send it to a place where that ice platform in place for a little while now panics handle customer service issues and them. Plus. where once they would com- data is processed and shared with some where you can use those same text-mining make sales through social media platforms plain about their problems to a couple of body who can do something about it. algorithms to read and categorize posts to like Facebook. Instav people. that could be whether in customer sen/ice or sales identify with the type of posts that compa- gram and the aforc- a couple of hundred ”In real time you can figure out why cus- nies should engage with. said Huehn. mentioned Twitter- people these days in tomers aren't calling you. why they aren't “Ultimately the solution at its core should verse. the world of social buying your product and why they're leaving replicate the service (provided by traditional A former vice media. you to go to another competitor." said phone-based services) and identify some- president of cus» i Then there's also Huehn. “That can really drive business decir body who's interested in buying a product iomer service for I g the pile-on effect, sion making that impacts your bottomline." and we can root them into a trained sales Rogers. named lohn ' . where everybody The speed of analysis is amazing, and it agent who can sell that product." he said. Huehn. founded the ‘ starts venting or means that quarterly reporting and other The potentials are limitless. and In the company and knows l complaining about traditional methods of gauging data could Chat is offering the service at a couple ofdifâ€" a little something ‘ some pet peeve go bythe wayside. ferent levels to get businesses interested. about keeping the regarding the service "We havean online dashboard where you lluehn said they are targeting telecoms. customer happy and that develops a can see what the conversations are. and see financial service firms and retailers. but the smoothing out rufr . momentum all its the difference between people asking ques- possibilitiesareendloss fled feathers. ‘ , own. Once that ball tions versus people providing feedback or "The volume is pretty high and the “We very much ‘ . I starts rolling it's hard sharing news about your product." said opportunity is pretty high for these compa» consider the In the to get it stopped and Huehn. “It collects their sentiments and you nice to be able to crime with sales. engage that platform to be a . , . . turned around. said can understand what the conversation is with retention and basically eliminate c0n~ customer service _ If t,“ -~ -. ‘ j Huehn. about you. sumer problems directly through the social platform. in addition ' «at. ’ * 'That's what the “You can also see your competitors web."saidHuehn. to a sales and service John m real time nature of because it is all publicly available Informer Pricing for individual streams of l'l(l platform.” said social media helps tion about them.” Express star at $350 per brand stream, per Huehn. “I started my career with (‘anada's with and the verbatim nature of social Even better. instead of usmg cold calling month. No annual commitment is rcqurretl. largest telecommunications companies. the media.“ said Huehn, “We can grab the con and other methods to drum up business. the said Huehn. For more information go to one with the big red logo, and started as a tent that people are sharing on social media data can tell you if a person is looking for wwwinthechatcom www waterloochronicle ca ., -' ‘ Wm" 0°” T FORGET '0 “"3" 0" ' ' ' THIS BUTTON IN THE From the latest information on local politics to minor sports :. :- TOP RIGHT CORNER scores to what’s gorng on in the pub down the street. 3'; " Visn www.waterloochromcle.ca for it all. WATETtWW‘ONICLE w 20 CLICK HERE