SOURCE: Converseon

June 09, 2008 11:27 ET

Converseon Launches CustomerResponder™ -- an Innovative Service Designed to Help Retailers Better Manage Online Customer Service and Reputation

New Service Announced at Internet Retailer 2008 Conference & Exhibition Demos Available at Booth 627 -- June 9-11

NEW YORK, NY--(Marketwire - June 9, 2008) - Converseon, an award-winning full service social media agency, today launched CustomerResponder™, an innovative customer service and reputation management service designed specifically for retailers. CustomerResponder leverages Converseon's proprietary Conversation Mining technology with a state-of-the-art engagement platform to assist retailers with daily ongoing customer service monitoring, management and engagement within the proliferating social media universe.

"With the rise of user-generated content and reviews, retailers that simply wait to address complaints through email or call centers can find their reputations severely damaged," says Rob Key, CEO of Converseon. "Customers, empowered by social media tools, are increasingly becoming more vocal and visible about customer service problems and complaining in venues far beyond the reach and visibility of traditional retailer customer service tools. These complaints can range from damaging YouTube videos to irate blog posts, to negative word of mouth campaigns. CustomerResponder is designed specifically to enable retailers to effectively listen and engage in this customer service conversation wherever it is happening to intercede and resolve appropriately."

CustomerResponder mines a full spectrum of social media venues -- including blogs, social networks, newsgroups and video -- to capture consumer discussion occurring about particular brands, products and customer service experiences. An integrated platform enables retailers to organize, evaluate, and respond to the conversations where they are happening in near real time to address customer service issues before they gain momentum, and to proactively manage the conversation about their brands and products. Key features include:

--  Conversation incidents are delivered near real time via an easy to use
    web interface, email or RSS
--  An online interface allows rapid visual identification of "red hot"
    items requiring immediate attention, along with recommended engagement
    action steps and backed up by a customized approval process
--  Entries are categorized across various dimensions including: venue,
    influence, topic, voice, and sentiment and are fully searchable
--  The CustomerResponder contact database captures all brand engagement
    and provides profile information on specific venues and voices so that the
    organization has an archive of all relevant engagements in social media
    venues
--  Ongoing mining enables consistent measurement of the impact of
    engagement
    

Converseon also provides associated training services for engagement to help ensure retailer best practice compliance and transparency. For more information or a demo of the service, please visit Converseon at Internet Retailer at booth 627 or contact Nicole Neves at (212) 213-4297 x302 or nneves@converseon.com.

About Converseon

Founded in 2001, Converseon is an award-winning social media marketing and communications agency that provides brands with the full suite of technologies, services and consulting required to help them effectively listen to, engage and influence the "conversation." Converseon's Conversation Miner™ is recognized as a leading social media measurement technology. The agency has garnered an enviable reputation for innovation and excellence. Awards include the WOMMIE for Best Word of Mouth Program, an OMMA Award for Best Use of Virtual Worlds and a 2008 Webby Award Honoree. Converseon works with a wide range of leading brands around the world. For more information visit www.converseon.com or blog.converseon.com.