Leading global software vendor used customer insights from integrated social media analytics for product enhancement
Company Size
1,000+
Country
- United States
Product
- Microsoft products
Tech Stack
- Social Media Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Innovation Output
- Productivity Improvements
Technology Category
- Analytics & Modeling - Big Data Analytics
- Analytics & Modeling - Real Time Analytics
Applicable Functions
- Product Research & Development
- Quality Assurance
Use Cases
- Predictive Quality Analytics
Services
- Data Science Services
About The Customer
The customer in this case study is Microsoft, a leading global software vendor. Microsoft is a multinational technology company that develops, manufactures, licenses, supports, and sells computer software, consumer electronics, personal computers, and related services. Its best-known software products are the Microsoft Windows line of operating systems, the Microsoft Office suite, and the Internet Explorer and Edge web browsers. Microsoft is one of the world's most valuable companies and is considered one of the Big Five technology companies, alongside Google, Amazon, Apple, and Facebook.
The Challenge
Microsoft needed a solution to more effectively analyze the thousands of conversations taking place online about a wide array of the company’s products. These conversations take place globally 24/7 and in huge volume in Microsoft forums, other forums and across social media platforms (Twitter, Facebook, blogs) and in more traditional news sources. While the company was already monitoring some of these sources, there was no one integrating the conversations and providing insights into their relevance to improving product quality and the customer experience.
The Solution
Blueocean Market Intelligence worked with Microsoft to develop a program to listen to social media conversations about Microsoft products with the goal of identifying product quality issues, training gaps and ideas for improving the customer experience. The Social Media Listening Intelligence Program effectively and quickly scans a high volume of online conversations to provide unbiased actionable insights at the right time from the right sources. The program scans approximately 20 million documents daily, including content from blogs, news, forums, Twitter, social networks and YouTube. The approach blends people, process and tools. While relying on search tools and data dashboards, the team goes even further, analyzing content to uncover the story behind the data.
Operational Impact
Quantitative Benefit
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