Case Study: Microsoft improves product quality and customer experience with Blueocean Market Intelligence social media analytics

Leading global software vendor used customer insights from integrated social media analytics for product enhancement

Microsoft Corporation faced the challenge of analyzing the vast, global volume of online conversations about its products across forums and social media. The company needed to integrate these disparate sources to gain actionable insights for improving product quality and the customer experience, moving beyond simple monitoring.

Blueocean Market Intelligence implemented a Social Media Listening Intelligence Program that processed millions of daily documents to provide unbiased, actionable insights. The solution identified emerging product issues and training gaps, leading to direct product improvements and preemptive customer support measures. This resulted in significant cost savings, such as preventing an estimated $70,000 in monthly support calls, and ensured that 90% of internal report readers were satisfied with the intelligence provided.

Microsoft Corporation