Proactively monitoring the blogosphere: What are customers saying about your products?

On Tuesday I caught up with KM thought leader Blake Cahill who is now in the Brand Monitoring space, serving as VP of corporate marketing for Visible Technologies. I admit to being a bit jaded about new service and support products, having seen so many startups reinventing existing technology.  But I was pleasantly surprised to have a briefing about a new product that completley blew me away.  Talk about innovative!  This vendor is solving a business problem most companies don’t even know they have yet.

One of my most frequent questions from SSPA members concerning Web 2.0 is how to track who is saying what about your products, helping to identify disgruntled customers that may damage your brand, as well as finding expert users who are very knowledgeable about your products, with whom you may want to align.

Visible Technologies offers TruCast, which analyzes blog postings from all over the globe that discuss your products and services, and automatically:

  • Identifies who the bloggers/posters are
  • Shows relationships between bloggers so you know their sphere of influence
  • Rates postings as positive or negative to help pinpoint where action is required

This is very cool technology.  The graphical displays are impressive, mapping networks of bloggers visually.  It is interesting to me how many great tools for support originated as tools for marketing (upsell/cross-sell, churn analytics, BI tools).

Screenshots from VisibleTechnologies’ Trucast

Companies need to have an understanding of public perception of the brand, and of individual products.  While marketing will use tools like TruCast for overall brand awareness, support management can leverage tools like this to:

  • Identify disgruntled customers.  If someone had a service issue that left them unhappy and talking smack about your products, this tool will identify them so you can proactively contact the customer to resolve the issue and make them happy.  If they are someone likely to spout off publicly, some attention from corporate will likely soothe their bruised egos.
  • Find experts for collaboration.  Customers who share positive reviews of your products and offer helpful advice on technical issues should be recruited to be a part of your own community forum, perhaps shortcutting their trip to ‘expert’ designation.  And again, customers that sing your praises publicly will likely be even more effusive when they receive positive recognition from you.
  • Identify new content sources.  As I have written previously, Knowledge Management in the Web 2.0 world means leveraging content in forums and blogs that can be useful to agents or customers.  When you find a network of bloggers contributing thoughtful suggestions or compiling ‘best practices’ for use or administration of your products, why not index that content for problem resolution searches?

With my research focus this month on analytics and business intelligence, I’m happy to see that some innovative technology providers are bringing some order to the chaos that is today’s World Wide Web.

If you have any questions or comments, please add a comment or shoot me an email.  Thanks for reading!

About these ads
Explore posts in the same categories: Consumer Support, Enterprise Support, Technology

6 Comments on “Proactively monitoring the blogosphere: What are customers saying about your products?”

  1. Blake Cahill Says:

    John,

    Appreciated the time to update you on what I am up to. Thanks for post about Visible

    Blake Cahill

  2. Stasigr Says:

    Hello, very nice site, keep up good job!
    Admin good, very good.

  3. amazing site Says:

    I’m really inspired together with your writing skills as neatly as with the format to your weblog. Is that this a paid subject or did you customize it your self? Anyway keep up the nice high quality writing, it’s uncommon to peer a great blog like this one nowadays.
    .


  4. […] John Ragsdale points out a new product that allows companies to monitor what’s being said about their products and services in the blogosphere. We’ve been talking a lot about this here at Dovetail, specifically how a post on a blog or forum can be turned into a customer experience. I’ve mostly thought about identifying problems that customers may have posted about, but John points out another interesting aspect, identifying expert users who are very knowledgeable about your products, with whom you may want to align. Very cool. […]


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s


Follow

Get every new post delivered to your Inbox.

Join 102 other followers

%d bloggers like this: