24/7 Customer launches first predictive customer service enabled twitter analytics app on iPad
24/7 Customer, a Sequoia Capital-funded predictive experience solutions company, announced that it has launched the first online predictive customer service app, Wow!px, on the iPad as part of its B2B twitter analytics tool, 24/7tweetview.
Wow!px provides a unique online customer service experience by predicting and resolving problems online without the need to contact the call center. Wow!px predicts the most probable queries, resolves them with self-help, and provides immediate live chat assistance for questions not addressed by its prediction. Designed for companies with high web traffic and high call volumes coming into their call center, Wow!px works to improve customer experience and avoid calls. A basic version of Wow!px has been enabled on the iPad to support the business users of 24/7tweetview.
24/7tweetview is the premier B2B tool for understanding and improving customer satisfaction based on tweets. 24/7tweetview aggregates and analyzes customer tweets as well as input from other sources, and offers actionable insights into sales, service and products. It was launched in November 2009 and has a user base of over 300 companies.
24/7 Customer’s CEO PV Kannan said, “This is a double benefit for users of 24/7tweetview. First, they get to use 24/7tweetview on the iPad, and second, they get predictive customer service on the iPad through Wow!px. Customer service is moving away from email and traditional call center, self service and chat. Customers want service anytime, anywhere, and on any device. Wow!px does that by predicting and resolving customer queries. Beyond the twitter analytics application, most of our clients will soon be able to offer customer service on the iPad for their consumers.”
In addition, the app has TweetViews – a destination for blogs, articles and links to insights on the impact of social media on consumer-facing businesses.
24/7tweetview is available as an application on the iTunes store (http://itunes.apple.com/app/id414457738) and can be downloaded and used on the iPad.