24/7 Customer to capitalize on Twitter

BANGALORE, INDIA: 24/7 Customer, the integrated Customer Lifecycle Management (CLM) solutions provider, is expecting their newly launched 24/7Tweetview, a free Twitter-based social media research and strategy tool, to enhance business.

Ravi Garikipati, chief technology officer - iLabs, 24/ 7 Customer said that '24/7Tweetview' would work as a gateway to bring more customers for our labs.

He said, “Tweetview lays the foundation where the customers can identify the pain points of the consumers and the value of their products in the market against the competition and based on these they can adopt other products of the Innovation labs like Servicenext, Satnext and Salesnext that would help them improve customer service.”

Since the beta launch of the 24/7tweetview 7-8 weeks back, the company has received around 450 interests. At present, 200 of them have already registered for the Tweetview and around 70 per cent of them have opted for premium membership, which means a monthly pay for getting access to more insights on the trends on twitter regarding their company.

“At present Innovation Labs has more than 20 customers availing our other three products. In next three-four months, we see significant proportion of these 270 registered customers moving trying our other offerings,” he added.

24/7tweetview is a tool that measures the combined influence of tweets on a company, using advanced prediction, analytics and data mining technologies. It offers analysis and reports through extensive data mining techniques and provides a comprehensive view of what is being said about the company on Twitter at an aggregate level that includes competitive overview of the brand health and actionable recommendations in the areas of customer service, branding and product development. The company plans to launch to second version of the tool before end of Dec 2010.

“With the rise of Twitter and other social media, many businesses are focused on how to identify, leverage and respond to customer opinions on these sites. 24/7tweetview offers a comprehensive view of trends and provides actionable solutions using advanced text mining, sentiment analysis and data analysis. These solutions enable businesses to effectively manage customer expectations voiced on Twitter”explained Mohit Jain, chief information officer of 24/7 Customer.

While most available Twitter analytics tools derive the overall score (positive & negative) by the count of words pre-defined as positive or negative, 24/7tweetview sentiment scores are a result of a highly granular analysis of Tweets against not just the positive and negative words, but their context as well. Weekly, monthly and quarterly trends are analyzed in detail and against competition.

“24/7tweetview is the latest from our stable of products that help businesses understand, predict and manage their consumer behavior. With over 50 million users across the globe, Twitter was an obvious choice for us when we decided to expand the product scope of 24/7 Innovation Labs to social media. ” said V Bharathwaj, chief marketing officer of 24/7 Customer.

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