Social Media Meets Good Old-Fashioned Service « Customer Experience Matters

Like Bruce, I am intrigued and happy to see an app that allows one to identify and respond to sentiments within social networks. Harnessing the tweetstorm with actionable results seems pretty valuable to me!

Social Media Meets Good Old-Fashioned Service June 3, 2009

Posted by Bruce Temkin in Customer experience, Social computing, Voice of the customer,customer service. 
Tags: RightNow Technologies
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In a recent briefing from RightNow Technologies, the SaaS (Software as a Service) CRM provider showcased it’s new functionality called Cloud Monitor. The vendor can now search social networking sites for comments about a company, identify the sentiment of the comment (very negative to very positive), and enable reps to respond to the comments using their normal CRM tools.

Here’s a screen shot (courtesy of RightNow) showing how the tool can be used to respond to tweets:

Click here to read the rest of the story.

RightNow Technologies’ Cloud Monitor Functionality

Explore posts in the same categories: Tools, Value, business 2.0, innovation, social media

Tags: RightNow, search, SmartSense, twitter

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