SOURCE: Tell Us About Us

Tell Us About Us

December 03, 2009 09:00 ET

Tell Us About Us and Sysomos Tracking Social Media Conversations Back to the Root Cause

TORONTO--(Marketwire - December 3, 2009) - The changing landscape of social media has created opportunity for multi-unit operators in the restaurant and retail sectors to learn from their customers. Today Tell Us About Us (TUAU) and Sysomos are pleased to announce a breakthrough offering that brings together social media monitoring and customer recovery.

The new offer combines the best resources of both companies. TUAU's powerful customer recovery and reporting engine, the OnlineKMC™, prioritizes social media conversations and turns them into store-level action for follow-up. Sysomos' award-winning social media analytics platform, Heartbeat™, identifies social media conversations from within Twitter, blogs, online news sites and chat rooms. The result is a powerful social media customer recovery tool for North American businesses.

"Businesses need to gather insight from all media outlets, considering consumers have a powerful voice, that is louder now more than ever," says Nick Koudas, president and founder for Sysomos. "With our new offer, clients now have access to the best of both companies -- TUAU's powerful location-based issue resolution reporting platform enriched by Sysomos' ability to discover brand-specific social media conversations from across the web."

"Our arrangement with Sysomos enables us to action feedback from customer conversations that are within the public domain," says Tyler Gompf, CEO of TUAU. "Clients will benefit from Sysomos' analytics backed by TUAU's award-winning reporting platform, the OnlineKMCTM. With Sysomos Heartbeat™, our method of addressing traditional in-store feedback can be leveraged to action social media conversations to address important customer issues back to the store level."

The traditional TUAU customer recovery program utilizes 1-800 operators, email and addressed mail to track customer issues through to recovery. Sysomos performs analytics behind social media conversation and provides TUAU the ability to establish a chain of accountability for feedback that requires store-level action. Clients will have a better perspective on customer sentiment and will have an ability to engage in conversations with consumers on a case-by-case basis. The TUAU customer recovery tools are the front line to addressing customer issues that are in the public domain. It is ideal for multi-unit operators with large monthly transaction volumes.

With this new arrangement, companies also have the opportunity to more directly benefit from Sysomos' analytics to deeper understand the demographics and psychographics of their customer base by sentiment, request, loyalty, brand, region, etc. Operations, customer service and marketing teams will be able to action social media conversations and provide opportunity to recover at-risk customers and leverage the goodwill from loyal customers.

About Tell Us About Us

Since 1997, Tell Us About Us (TUAU) has been helping businesses strategically focus on customer and operational feedback as a critical success factor to drive long-term growth and profitability. As the leading full-service customer feedback provider in North America, TUAU helps organizations measure the brand experience through satisfaction surveys, mystery shopping, and 1-800 live operator support. TUAU feedback solutions help clients to create consistent brand experiences and implement customer-centric strategies and principles. TUAU works with more than 100 trusted brands and serves organizations with over 30,000 locations in industries including restaurant, retail, financial, hospitality and call center.

About Sysomos

Sysomos Inc. provides leading-edge social media analytics to customers looking for insight and intelligence about what's happening. After three years in development, the alpha version of our flagship product, Media Analysis Platform (MAP), was launched in September 2008. The Toronto, Ontario-based company's investors include GrowthWorks and the Ontario Centres of Excellence. For more information about Sysomos, please visit

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