Customer service and market research

By being better listeners, practitioners can be better marketers. Yet listening to thousands of voices is simply not practical for many marketers. A sure way to get a finger on the pulse of a market is to pay close attention to its most passionate and committed members.

Blogs and other social media - including developer forums, user groups, hobbyist groups and formal and informal fan clubs - represent a 24 x 7 focus group for practitioners seeking feedback from early adopters, users of existing products and insights into requirements for future products. In fact, these days, trying to gauge early adopter perceptions and preferences is virtually impossible without the ability to understand and engage with them in blogs and other social media.

With BuzzLogic, managers have everything they need in a single, integrated, closed loop system to monitor, map, measure and engage in social media conversations in real time. The BuzzLogic service enables users to establish their own criteria and themes to be researched. Based on these criteria, the BuzzLogic service shows the top 10, 50 or more, most influential participants in a conversation. Practitioners can monitor postings from these participants to ensure that they keep their fingers on the pulse of market conversations, and to gain the insight they need to make better decisions about whether and when to engage in the conversations.

BuzzLogic social maps enable practitioners to literally "see" how a conversation spreads between influencers and others. These maps show who influencers are relying on for information (who is influencing the influencers) and who in turn, they are influencing. Because maps can be proactively updated at any time or thresholds set to trigger alerts, marketers can track changes in influence in real time.

With the BuzzLogic engagement capabilities, customer service managers can see the impact of their own actions on an evolving conversation, and whether they were able to nip a brewing customer service crisis in the bud.

BuzzLogic gives practitioners an efficient and effective way to monitor and measure customer satisfaction with existing products, glean a wish list of features for future products and even float trial balloons for products and features being considered. Researchers can also gain insight into how their products stack up against existing and planned products from competitors.