C5i Case Studies Leading global software vendor used customer insights from integrated social media analytics for product enhancement

Edit This Case Study Record

	Leading global software vendor used customer insights from integrated social media analytics for product enhancement C5i

Leading global software vendor used customer insights from integrated social media analytics for product enhancement

C5i

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	The Social Media Listening Intelligence Program has had many successes over the years by helping Microsoft teams address customer issues.
Impact #2	The program routinely identifies customer problems and captures reactions to updates and product releases, which helps inform product support and resource allocation strategies.
Impact #3	The program was able to give Microsoft an early warning of customer confusion when the European Union required that consumers must be provided with a choice of internet browsers.

Impact #1

The Social Media Listening Intelligence Program has had many successes over the years by helping Microsoft teams address customer issues.

Impact #2

The program routinely identifies customer problems and captures reactions to updates and product releases, which helps inform product support and resource allocation strategies.

Impact #3

The program was able to give Microsoft an early warning of customer confusion when the European Union required that consumers must be provided with a choice of internet browsers.

Benefit #1	If the content prevented even 2% of those users from calling customer service, it would represent significant savings (350 users X $200 [average help desk call estimate] = $70,000 monthly).
Benefit #2	90% of readers were satisfied with the reports overall and two-thirds read them “often” or “consistently.

Benefit #1

If the content prevented even 2% of those users from calling customer service, it would represent significant savings (350 users X $200 [average help desk call estimate] = $70,000 monthly).

Benefit #2

90% of readers were satisfied with the reports overall and two-thirds read them “often” or “consistently.

Download PDF Version

Overview

Leading global software vendor used customer insights from integrated social media analytics for product enhancement

Operational Impact

Quantitative Benefit