AFFINA News
AFFINA to Deliver Social Media Customer Care Using The Nielsen Company’s Online Buzz Measurement Tools
October 15, 2009 - Peoria, Illinois
AFFINA announced today that it will deliver Social Media Management Solutions through a blend of technology and people powered by The Nielsen Company’s online buzz measurement tools and services. AFFINA will combine Nielsen’s BuzzMetrics online monitoring and reporting technology with its contact center customer relationship expertise.
“The combination of Nielsen’s data and our expertise in customer relationships will immediately help our clients deploy a customer care social media solution that will be both strategic and responsive,” said Donna Malone, President & CEO of AFFINA. “Monitoring what is being said is an important step when beginning any social media customer care strategy. Our new customized social media solution, will allow our clients to transition from monitoring, to responding to customer feedback in a way that makes a positive impact on their brands and customers’ loyalty. Most companies are still questioning how to truly manage their social media needs, and through Nielsen’s data, we can provide the recommendations and solutions that these companies are waiting for.”
By deploying Nielsen’s BuzzMetrics product alongside its contact center solutions, AFFINA has further enhanced its full-service customer contact solutions to include social media monitoring through technology, and proactive response to customers through live agent interactions.
AFFINA’s Social Media Management Solutions help companies monitor, understand, focus, and respond to their consumers’ online conversations to deepen relationships and brand loyalties. Nielsen’s BuzzMetrics technology monitors more than 100 million online sites for mentions of specific brands or products, and analyzes the data to segregate based on tone, sentiment, topic, and influence.