Company: Converseon, a social media agency.
Product/Service: CustomerResponder, a customer service and reputation management service for retailers.
What it does: According to Converseon, CustomerResponder mines social media venues -- including blogs, social networks, newsgroups and video -- to capture consumer discussion occurring about particular brands, products and customer service experiences. Then, an integrated platform enables retailers to organize, evaluate and respond to the conversations where they are happening in near-real time to address customer service issues before they gain momentum, and, ultimately, proactively manage the conversation about their brands and products.