in the news
May 21, 2010
Tracking Online Conversations helps Vistaprint Cut Customer Service Calls
To determine what consumers are saying about them, online retailer and provider of print-related services, Vistaprint, works with Scout Labs, a listening platform technology vendor owned by Lithium Technologies.
Scout Labs provides Vistaprint with a weekly analysis of Internet conversations on blogs, message boards and other social media that mention Vistaprint and its competitors, so that Vistaprint can both pinpoint whether a particular offer creates a viral effect as well as respond to customer service issues that arise on those sites.
Since Vistaprint began working with Scout Labs to break down the positive and negative aspects of online conversations, it has seen a noticeable decrease in the percentage of Vistaprint-related conversations that are negative in tone. It attributes the decline to its customer service efforts. “People are seeing that if they ask us a question, we’re there to respond,” he says.