ListenLogic is listening to the market. The result is Enterprise Social CRM solutions, which ListenLogic has just announced.
ListenLogic doesn?t have the customer list of a SAP or Salesforce.com, but the company has built a strong list of global 1000 brands. ListenLogic?s secret sauce is a proprietary Integrated Social Intelligence Platform for customer-service engagement and marketing outreach.
?Social-media usage is exploding, and companies need to engage with customers, where they participate, in real-time,? said Mark Langsfeld, founder and CEO of ListenLogic. ?Customers are no longer on the phone with customer-service agents, they?re using social media to seek advice and openly share experiences. For large enterprises, our Social CRM solutions make it possible to handle millions of customer interactions through social media.?
Automatically Identify Issues
Langsfeld isn?t just blowing smoke. The company has established a track record in the fledgling social CRM space for a highly scalable customer relationship management solution that does several things at once ? automatically.
ListenLogic?s Social CRM collects, prioritizes and categorizes all social-media conversations ? meaning not just beyond Twitter and Facebook ? in real-time. Once collected, the conversations are delivered to customer-service representatives based on business rules that customer-service departments create with market outreach opportunities in mind.
As an example, ListenLogic says Social CRM can collect tens of thousands of relevant posts daily for a brand, sort and find only mentions from very annoyed customers, and send these prioritized cases to specialized customer-service representatives so they can be resolved immediately. Integrated with current CRM solutions, ListenLogic Social CRM can identify brand and future customer opportunities online and send these to marketing and outreach teams.
Vertical Expertise
?As the social-media boom continues and the social-data fire hose grows, companies are struggling to collect all the conversations and triage the outreach opportunities in a timely manner,? said Vincent Schiavone, cofounder and chairman of ListenLogic. ?The longer a negative issue remains on the web, the potential for damage increases. At the same time, the longer a company waits to act on an opportunity, the opportunity can go away.?
ListenLogic Social CRM works to help large enterprises get the right information to the right people at the right time ? and it integrates with traditional customer-service and marketing operations. Although unverified, ListenLogic says its Social CRM is 10 times more efficient than manual social-media sifting and data triaging.
ListenLogic is unique in the social CRM, not because it offers reputation monitoring and response to manage corporate threats through social media ? several competitors do that. ListenLogic is unique in that the company is developing vertical expertise. The firm already offers ListenLogic Health, for example, to help gather social-media intelligence for pharmaceutical, health and wellness companies.
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