Posted July 09, 2018 09:37:53Companies are investing in automated analytics tools like Twitter to help them keep up with the fast-moving social media landscape, but what happens when that technology breaks down?
A new company called Corporate Radio Network (CRN) has developed a new system that allows them to make it easy to track down potential customer service issues, even if they’re not on Twitter.
CRN says the tool can track the status of nearly 300,000 people in their network with a single click.
In the past, CRN had to use social media for this, but CRN founder and CEO Matt McIlroy says the new system allows the company to keep up on customer issues without the hassle of manually checking their tweets or checking the status bar.
“The way we’re able to do this is that we have the ability to analyze our customers and find out what they are doing that is affecting them,” McIlry said.
“We can say, ‘Hey, if you’re complaining about this, this is an issue that we’re going to need to address,’ and that can save us a ton of time.”
The CRN app, which is available for iPhone, Android, and web, lets people see a summary of the customer’s interactions on a single screen.
The company has built a web version of its app, but the team is still working on making it a fully mobile-friendly experience, McIlrie said.
The tool is available to anyone who wants to use it.
“We’re working on a full mobile app,” McIllroy said.