Hootsuite and Attensity Integration Promises Customer Service Breakthroughs
July 12, 2013
The article on Hootsource titled Why Having a “Big Data Strategy is a Bad Idea by Catherine H Van Zuylen, a VP at Attensity, addresses Hootsuite’s launching a new integration with Attensity. The article claims that the combination of the two will create the ultimate customer service machine. Companies can basically eavesdrop on their customers on social media and learn where the conversation is going before it gets there. The article explains,
“For example, you may hear about someone complaining that your new device got so hot in someone’s hand that they claim to have been burned. This information should immediately be routed to legal (for determination of veracity and risk), to engineering (to alert them to start testing for and diagnosing the issue) and to customer service… It might also be time for marketing to pull that “The hottest phone this summer” marketing campaign.”
Another article, Hootsuite Launches Attensity Integration to Automate Enterprise Customer Service on Market Wired, explains the potential windfall of marketing intelligence now possible. Ryan Homes, a CEO of Hootsuite, stated that the partnership will enable “the world’s largest brands to cut through the noice on social media to engage with their customers.” The integration is certainly an interesting way to boost Attensity’s impact as competition increases.
Chelsea Kerwin, July 12, 2013