Scoutlabs have added a clever new feature called Quotes. Not content with simply showing you what bloggers, Twitterers, forum and social networks users are saying about you or your brand, Scoutlabs now filter these out into a series of customer feedback in-trays depending on the sentiment of the comment.
For example, if someone suggested that “Gordon Brown really needs a makeover”, the PM would duly have that filtered into a positive feedback box. These pre-configured in-trays cover a range of types of comment:
- Love: Raves for the product or brand
- Hate: Rants by unhappy customers
- Wish: What customers WISH your company would do, add, change, improve
- Feature requests and ideas
- Compare: Ways that your brand is being considered alongside others.
- Who’s better than who? What are customers switching to when the abandon you?
- Recommend: When people highly recommend you, what do they say? What’s the favorite thing? What do they recommend you do differently?
- Issues: What problems are customers having with you? What concerns are lingering?
- Caveat: Your brand advocates LOVE your product BUT…(or however…)
And the nice thing is: it’s automated. You may recall from my review of Scoutlabs back in March that they have opted for automated sentiment detection, while other services (see my review of Radian6 here) prefer human intervention. Jenny Zeszut, CEO of Scoutlabs, commented that automation is almost as accurate (to within 10%), and it’s evidently less work for busy marketing and PR execs.
I sense a further blog post coming in which we put these two sentiment detection methods to the test.