MarketTools Upgrades EFM Package

Research and EFM software and services firm MarketTools, Inc. has released the latest version of its EFM solution, CustomerSat, which includes new listening, social media management and dashboard data sharing features.

The company says its aim is to usher in 'a new standard for the future of EFM', helping clients to optimize the customer experience by listening, analyzing, and acting on feedback across the enterprise. This incorporates integrated listening, advanced analytics and multi-channel action management.

New features with the latest version include a broad set of Listening channels for collecting customer feedback through an integrated system from channels including insights from surveys, social media, online communities, and call recordings; Social Media Management capabilities allowing clients to listen, analyze, and act on unsolicited feedback contained in blogs, forums, Twitter, Facebook, video sites and photo sites; new analytics capabilities for sharing feedback data across the enterprise, and integrating insights across surveys and social media; and Action Management features including intelligent alerts and native case management for social media engagement.

Scott Arnold, President and CEO of MarketTools, Inc. comments: 'Our goal is to provide companies with a competitive advantage from better understanding and improving the customer experience.'

MarketTools' insight brands includes CustomerSat, MarketTools.com, TrueSample, Zoomerang, ZoomPanel and ZoomPanel Tech. The company has corporate headquarters in San Francisco and European headquarters in London, and is online at www.markettools.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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