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Every
day, millions of consumers use the social web to share opinions and
experiences about products and services. SMS, IVR transcripts, email,
and web comments are other touch points that allow customers to interact
with companies. CxA helps you connect with all these listening posts to
make sense of customer conversations so you can take informed actions
to improve products, service delivery, and branding. Serendio delivers
solutions in a wide range of market sectors including Consumer
Electronics, Banking, Tech, Media, Retail and Healthcare. These
solutions include:
Customer Care
Multiple
customer touch points mean multiple ways for customers to discuss and
share their ideas about service, support and the overall customer
experience. With Serendio’s CxA, companies can analyze these ideas at a
level of detail never before possible.
Market Research
Serendio
has deep expertise working with market research professionals to gather
and analyze consumer sentiment that can then be used to generate
actionable insights. These insights are used to complement traditional
qualitative and quantitative research as well as provide a strong
foundation for syndicated research and tracking studies.
Product Innovation
Using
CxA as a listening foundation provides companies with the ability to
gather, organize and analyze detailed customer ideas that can form the
basis for an on-going product innovation effort. Quickly identify those
features which are most and least important as well as the reasoning
behind those beliefs.
Reputation Management
CxA
moves beyond traditional brand-level sentiment monitoring to provide
granular insights that can form the basis for a full-fledged reputation
monitoring program. Reputations are driven by a broad range of factors.
With CxA, those factors can all be monitored and analyzed.
Price Intelligence
The
wealth of price information on the web makes tracking these data very
challenging. With CxA, companies can monitor prices and price changes
24/7 for both in-house and competitor products.
Key Opinion Leader
With
CxA, companies can identify and understand the key opinion leaders
within a market segment. Understanding key opinion leadership means
understanding who has influence within a market segment and how that
influence has an impact on idea flow.
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