Yahoo Inc. will use a CRM tool from Island Data Corp. to analyze unstructured customer feedback in real time, Island Data is to announce today.
Island Data, Carlsbad, CA, said its Insight RT tool will let Yahoo capture customer feedback from various sources, including customer service and support tracking applications, e-mails, surveys and Web self-service interactions. Insight RT then analyzes the thematic content and intent of the feedback and converts it into unique customer insights that Yahoo can then act upon.
Yahoo, Sunnyvale, CA, hopes the tool will allow it to increase customer satisfaction and enhance the value of its premium service offerings, Island Data said.
