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 discussing their wireless service coverage would talk about switching providers, but did we didn’t expect it would be nearly 20%. Here are a few lines from a sample comment:

I am appalled that even on a major interstate such as 65, AT&T leaves me searching for signal, forget 3G, I am happy for a signal! I will be switching to Verizon, hopefully this summer, when iphone 5(rumor) is released with cdma/gsm(sim card).

Topics Mentioned in Relation to Wireless Service Coverage
Date Range: 1/22/11 – 2/20/11

This is just one of the many insights you can identify with a Social Media and Voice of the Customer Listening System such as Overtone. Overtone uses Natural Language Processing (NLP) to identify topics and sentiment in social media and direct-to-company feedback. Coupled with an Engagement Workflow, Overtone’s advanced categorization and NLP capabilities are an effective means to identify the topics and insights that matter most to your organization and promptly and efficiently take action.

To learn more about Overtone visit the KANA website.

Related posts:

1. Is Your Social Media Strategy Growing Up?
2. Your Customers Speak in Idioms, Phrases, and Sentences; not Keywords!