Companies are now turning to Facebook and Twitter to get consumer feedback, as more Internet users opt for these social networking Sites to post their complaints regarding the products and services they use.
In order to help the companies to track the comments and feedback related to their product, Cisco has developed a customer collaboration product called SocialMiner.
Consumers are turning to social media, such as Facebook, Twitter and even YouTube, to post their complaints and dissatisfaction with the products and services.
SocialMiner is a software that enables firms to find and respond to customers through social media networks, such as Twitter, LinkedIn and Facebook, as well as other public forums or blogs.
"Companies now cannot ignore the social web any longer. People are getting very vocal about their complaints using the social media and it can trigger a very negative publicity about a product," Dinesh Malkani, managing director, Cisco Asia- Pacific, said.
"Companies are now becoming aware of the intensity of the damage that one innocuous remark on Facebook or Twitter can do to their product.
Our product will help them to track these social media and help them to reach and respond to their customers," Malkani said.
The software monitors posts, blogs, and even status messages in real- time and alerts the companies and enterprises of anything related to them.
Malkani added that there is a great demand for their software product from consumer durable companies, banking sector, airlines and hotels.
"There is great demand for this software. As a part of the policy I cannot reveal the names of our clients.
But many top banking sector players, consumer durable companies, airlines and hotels have approached us," he said.
Malkani said that Cisco will provide this as an overall social media solution for the company and will track any post related to their products and services.
"The solution will also help them to analyse those data," he added.
Malkani also said that at present many servicerelated companies are employing one or two people in their IT department just to track the social media. This software will help the companies regarding the reviews and responses of their product so that they can rectify them.
"By monitoring what is said about them online, businesses can quickly learn what issues there are and respond to customers," Malkani said.
Apart from that, Cisco is also working on ' Cisco Cultural Advisor' - another tracking application for mobiles.
According to reports, this new technology will be used for monitoring and reporting on how people use some latest technology for collaborating, such as Web 2.0 applications, blogs and instant messaging.
Courtesy: Mail Today