
Yesterday AT&T decided to e-mail their customers and ask for feedback in a centralized location: their Facebook page. It didn’t go quite as planned, as an “angry mob” was forced to “Like” the page before they could actually leave their rants. If you want to see the bloodbath for yourself, you can take a look at AT&T’s Facebook page. We all know that customer service is never an easy task; however, it’s become much more difficult to manage as the Internet has grown. Ten or twenty years ago, you had to write a letter or make a call to complain. Most people wouldn’t take the effort, so companies could manage feedback pretty well. Now most companies get feedback online, and they are often faced with more information than their staff can reliably read. That’s where Clarabridge comes in. They’re #101 on the Inc. 500, and they offer text mining software that helps companies with “customer experience management.” That means that Clarabridge, which is based in Reston, VA, enables companies to process tons of feedback with way less manpower.
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