Engage

Enhance your social customer service to drive
brand health and customer satisfaction
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Streamline Customer Care to Drive Brand Health

With the influx of customer mentions, a strong social care program requires carefully crafted coordination and internal effectiveness. Sysomos Engage empowers you to monitor and route all mentions to ensure efficient response management and top notch customer service.

Social Management

Surface and sort mentions from all your accounts – organize by type of post, and prioritize based on urgency

Social Customer Service

Surface customer comments and route to appropriate customer service teams for real-time response

Customized Workflows

Simplify internal processes with clearly defined workflows to ensure all messages are routed correctly

Automated Alerts

Set threshold alerts for quick action
to stay ahead of any potential
crisis situations

Trend Spotting

Find common themes in customer
messages and filter by certain
keywords or engagement rates

Our engagement team can code messages by type and sentiment, track discussion topics and analyze employee

performance closely with Sysomos Engage. And with an audit trail in place for content approval, we can easily look back at past content and gather learnings to expedite the approval process.

Engage with Earned, Owned, and Paid Audiences

  • Monitor owned social channels as well as listening streams to centralize your view of owned and earned media
  • Respond to public conversations with private messages for quick resolution
  • Feed engagements on paid content to combine owned and paid engagement into a single view

Streamline and Prioritize Customer Engagement

  • Utilize auto-tagging and filtering capabilities to segment users for priority and response
  • Enable quick review process and track service response time to ensure maximum efficiency and SLAs are met
  • Allow a team to simultaneously respond to high volume conversations by showing when content is already in progress
  • Provide a personalized interface for your users based on their roles and responsibilities

Escalate Into Customer Care Systems

  • Maximize efficiency with pre-canned responses to deliver faster time to resolution for your audiences
  • Feed your CRM system with case management from social conversations for a holistic view of customer care
  • Escalate priority cases to appropriate resource for quick resolution

Engage Capabilities

    • Social customer service
    • Automatic categorization of content
    • Customizable interface by job role
    • Configure workflows and approval permissions
    • Mobile applications
    • Global scalability
    • Earned, owned, and paid community management
    • Efficiency reports and dashboards
    • Robust message filtering
    • Post to 9 social channels
    • Consumer interaction and conversations history
    • Internal audit trails
    • Agent collision prevention
    • CRM and listening integrations

Sysomos is a trusted
platform for amazing
brands and agencies

Request Demo

Enhance Your Social Customer Service
with Sysomos Engage