Why Social Media Monitoring and Keyword-Based Listening is Already Obsolete Scenario: You are regularly tracking social media posts in forums, following Twitter and Facebook comments, or you’re looking at open-ended survey questions. You have selected a keyword tracking/social media monitoring tool and have been consistently tracking various keywords in those conversations with some success. You [...]

Overtone analyzes millions of social media comments for many key industries. Recently, we took a look at the wireless and telecommunications industry and found an interesting correlation: The topic of switching providers is mentioned in nearly 1 in 5 social media comments about wireless service coverage. It may not come as a surprise that customers [...]

Overtone has been developing Text Analytics and Natural Language Processing (NLP) technologies for years now, and unsurprisingly the general knowledge about these technologies and their inclusion in Voice of the Customer programs, Social Media Analysis, and CRM has increased dramatically. Where once many enterprises were interested in NLP (but weren’t sure how to incorporate it [...]

wud ur customer listening system uderstand this sentence. how do u identify important convos and respond 2 ur customers wen they talk about u?? did u catch the SB…i cant beleive she messed up the words. That’s really how people speak, honestly. Well, at least when we’re talking about user-generated text like that found in [...]