“We designed a specific set of tools, tuned especially for CRM use, that take advantage of our social influence metrics and provide a multi-dimensional perspective of the customer."
Boston, MA (PRWEB) August 31, 2012
mBLAST, the company that makes the Web’s “Big Data” useful to businesses, announced the addition of a CRM-focused API product extension to its mPACT API, available for integration through the mBLAST Partner Program. This new product extension to mPACT API is currently live with its first customers and integrates the breadth of mBLAST’s data and analytical scoring tools into existing CRM platforms, providing near real-time access to the social media and Web conversations relevant to a customer relationship. With mBLAST integration into its CRM platform, a business can access social customer data both reactively – when taking a call, email or other support request – or proactively, by finding customers who need support before they call for help.
“We designed a specific set of tools, tuned especially for CRM use, that take advantage of our social influence metrics and provide a multi-dimensional perspective of the customer." notes Mark Hatch, mBLAST CEO. “Our partners have indicated they need to know who their consumer is, what topics each talks about, and with whom they share opinions online – in a very comprehensive way and all in one place. Since we index and search all online data streams, we feel that we are better positioned than anyone to give that comprehensive view of any customer, their potential influence, and the sentiment that surrounds their posts – especially as it relates to a specific product or service." says Hatch.
Typical CRM integration of mBLAST API enables a call center representative to view customer postings as they answer the phone, so that the rep can understand the predisposition of the customer going into the conversation. Likewise, the company as a whole can track post-support postings for sentiment and action. “If your customer service rep provides support to a customer and then they post, ‘Calling XYC Corp is such a waste of time,’ you want to know that,” says Hatch.
“We’re helping CRM vendors provide greater value and utility to their customers by making it easy for those customers to find, analyze and understand conversations anywhere on the Web that may turn into positive customer service opportunities,” adds Rosette Cataldo, mBLAST’s VP of Business Development.
mBLAST makes the Web’s “Big Data” useful for businesses. mBLAST’s patented technology finds the voices and conversations that matter most – wherever they are on the Web – then analyzes and structures them so organizations can make real-time data-driven decisions. mBLAST’s solutions enable better discovery, measurement, and collaboration between organizations and the people whose conversations happen anywhere on the web – especially with individuals whose online writing, social media activity, and participation shape what customers and potential customers think about a company and their products and services. mBLAST is a global company headquartered in Cambridge, MA, with sales and development teams around the world. For more information, visit http://www.mblast.com or contact us at info(at)mblast(dot)com.