Social Media

The Business Problem

Nine out of ten consumers trust their peers while far less trust traditional advertising-less than two out of ten (Nielsen 2009).  The new customer is highly social with a myriad of tools available to discuss your product or service with the world.  The next time they have an issue with or question about a recent purchase, your customer is more likely to broadcast it to their network of peers for help or sympathy than contacting your company directly.  What's more, they expect that your company is listening to their cries and will respond-34% of consumers expect companies to have a social media presence (Cone 2008).

How can you proactively monitor, assess, engage and respond to customers and potential customers beyond the walls of your traditional contact center and present your customers with an exceptional experience on their terms?

Customer Engagement Social Media Solution

Our Social Media solution is a sophisticated collection of tools to identify, monitor, and respond to customer conversations on a variety of social mediums.  To solve the problem of "not knowing what you don't know," our Social Media solution scans multiple social networking outlets using its Listening and Sentiment Analysis Platform.  The platform swiftly identifies customer chatter, prioritizes the incident using sentiment-assessing technology, and routes the incident to the appropriate agent just like a traditional customer-initiated inquiry.  How the incident is handled can be controlled based on business rules so that the most pressing issues are addressed first, ensuring high-value customers are taken care of and cutting off the broadcast of an issue to a larger audience, ultimately protecting the integrity of your brand.

Social Media is treated as another channel in your contact center alongside more-traditional channels such as Chat, Email, Knowledgebase, and Phone.  This channel seamlessly integrates into the Customer Engagement Spaces Suite, giving you an even more comprehensive view of your customers.

Social Media offers a number of features:

• Seamless integration into existing contact center infrastructure
• Customizable listening and alert rules to ensure the most pressing issues get priority
• Sentiment analysis that can determine the severity of the issue
• Routing technology that ensures the most appropriate agent receives the incident alert
• The ability to generate additional revenue by monitoring chatter and cross-promoting products and services