How can social listening be made less noisy?

Social Listening - Use of Rules Vs Machine Learning Signal and Noise Hewlett Packard has a filtering problem on their Twitter channel. The tech giant’s customers use the terms @HP, #HP, HP to reach out to them via tweets. However when Harry Potter fans submit posts on Twitter they often also use the terms @HP, #HP, HP to refer...

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Notes from Social Customer Service Summit Nov. 22nd, 23rd 2013

The Solariat team just returned from a very successful Social Media for Customer Service Summit in New York last week:  http://events.usefulsocialmedia.com/customerservice/  Big thanks to the organizers, UsefulSocialMedia, for putting on a great event! It was fascinating to see how much the market has grown in the past year - brands are clearly moving and fast.  There were lots of stories and stats all pointing...

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Technology and Social Media Customer Service

By now we’ve all seen the statistics - social media customer service has arrived.  It’s clearly happening.  The only issue now for brands is how to make this work effectively and efficiently.  Social customer service is not the same as community management.  It’s really about accepting that social is one more channel and that it has to accept the same operational requirements and measurements of other service...

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The future of Customer Service: More Mobile and More Social

Who get’s excited with a new desktop computer these days? Eh, nobody. How about a laptop? OK, maybe a few. Shiny new phones and tablets though get the juices going. Yup, the world has gone mobile. People are spending more and more time interfacing with devices they can hold in their hand or comfortably carry anywhere. OK fine, so how will that that change customer service? Well if your customers are the everyday consumer...

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