Almost a year ago I was invited by Nicola Byrne of 11890 the Irish based directory enquiries service to learn about a new service they were looking to offer. The premise for the new service offering was based on the fact that organisations need to be able to respond to customer service enquiries on social media platforms outside of ‘standard’ office hours. Disclosure: I had met Nicola many years ago when we were both serving in roles relating to supporting female entrepreneurship.
If you are not familiar with recent research on the importance of social customer support you can read my article here and you can also find some resources and examples here.
Nicola explained to me that she identified that her organisation and call enquiry staff were ideally placed to respond to potential social media enquiries outside of normal office hours. Her plan at the time was to use the Radian 6 platform for social listening as a tool to support corporate clients who were looking for 24-7 social listening and to train up a number of her staff to be able to provide this service.
During this year the service has been made available to organisations and it is called Cloud90 (I am not sure if it is powered by Radian 6). As the client, you agree the keywords that you want Cloud90 to monitor and establish how you want to have enquiries on social media responded to including the process for escalating issues.
This type of service is one that is already being provided by PR agencies and digital agencies, but of course a differentiator for Cloud90 is the extended hours of coverage they can easily offer.
Earlier this week I was invited to a launch meeting for their new collaboration with Amarach Research where they launched the Zeitgeist Consumer Index (#ZIndex) which is a review of Twitter trends from Irish Twitter users across sectors including beverages, clothing, energy, food, fuel, insurance, property, telecoms and transport. Unfortunately I was not able to attend the launch which I am sure would have been interesting as one of the speakers was from Ulster Bank who were the first client of Cloud90.
Above in the top image in this article you will see a chart for the Ireland Zeitgeist Consumer Report for 28 October to 3 November 2013 looking at which day of the week Twitter users in Ireland were the happiest.
Below you will see one of the charts from the Ireland Zeitgeist Consumer Report 28 October to 3 November 2013 covering the most popular business sectors being talked about by Twitter users in Ireland.
Reports for the Ireland Zeitgeist Consumer Report will be available weekly on the Cloud90 website. So if you are interested n learning what Ireland Twitter users are talking about each week make sure that you folow updates byt registering for the Cloud90 Amarach Research Zeitgeist Consumer Report.
Remember to use the ZIndex report an indicator of sentiment not as a true barometer for the whole population of Ireland – not all registered users post updates on Twitter and of course some people are concerned about their online reputation so not publish their ‘true’ feelings online, of if they do, they may be sharing feedback with brands and organisations through direct messages on Twitter.
Note: above is the Ireland Zeitgeist Consumer Report for 28 October to 3 November 2013 looking at the sentiment of Tweets by business sector.
