Attensity Goes for Mobile
January 21, 2010
I saw the headline “Attensity Announces New Mobile Features for Attensity Analyze for VOC”. VOC means voice of the customer. The acronym is gaining popularity as a synonym for customer support. As you know, customer support sounds so darned good and so easy to say when giving a sales pitch. But when you buy a gizmo and have a question, customer support is almost as bad as having a kidney stone when you are having a root canal. I find the “your call will be recorded for quality purposes” one of the most memorable pieces of disinformation I have encountered. When one gets to a person, I find that the individual reads a script and often does not listen to my question.
I lost a bank ATM card whilst undergoing a security check at Boston Logan airport on January 6, 2010. When I arrived in Philadelphia, I discovered that my bank ATM card, a gift card for a book store, and a handful of business cards were missing. I called my bank and requested that the card be “killed”. I was rushing to a connecting flight, and the bank reluctantly agreed to “kill” the card but only after I agreed to a $10 service charge, providing my social security number twice, my address twice, and verification via a “yes” or a “no” that I had an account at the bank. That made a wonderful impression on me because I don’t think there are too many people who knew the card number, my social security number, my bank account number, and my middle name. The institution? Ah, the fraction bank, Fifth Third.
Customer support, therefore, raises some sunken baggage, and I think the VOC acronym is designed to dance around the connotations of customer support. Well, I learn quickly, so this news story is about customer support. Attensity, according to the news item,
announced new mobile functionality for its award-winning Attensity Analyze for VOC. … Attensity Analyze for VOC offers users deeper capabilities for understanding and acting on customer feedback.
The story continued:
The new mobile functionality for Attensity Analyze for VOC enables users of mobile devices such as the Apple iPhone, the Verizon Droid, and the Google Nexus One to analyze Voice of the Customer (VoC) feedback across a variety of customer conversation channels including emails, CRM notes, survey responses and social media. Users can select any of their Attensity Analyze dashboards and switch between various views from any mobile device. Interactive drill-downs allow for deep exploration of data, while automatic issues and topic alerts allow customer service professionals and executives to be alerted in near-real time to potential crises or issues with their company or their competitor’s products.
If you are struggling with your own organization’s customer support demons, you may want to check out the Attensity offering. Sounds really good. Just like an executive’s promise that his / her company provides customer support.
Stephen E Arnold, January 21, 2010
Oyez, oyez, oyez. (I think I needed three oyezs to check out Google deduplication method revealed in US6658423.) I received no dough for this write up. I will report this sad fact to the Federal Reserve Bank in St Louis, a publisher of economic research on many topics often unrelated to monetary policy.
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