Streamline Customer Care Driving Brand Health
With the influx of customer mentions, a strong social care program requires carefully crafted coordination and internal effectiveness. We empower you to monitor and route all mentions to ensure efficient response management and measurable customer service SLAs.
Surface and sort mentions from all your accounts – organize by type of post, and prioritize based on urgency
Set threshold alerts for quick action to stay ahead of any potential crisis situations
Simplify internal processes with clearly defined workflows to ensure all messages are routed correctly
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.
Streamline & Prioritize Customer Engagement
- Respond to public conversations or private messages for quick resolution by utilizing auto-tagging to segment users for priority and response
- Maximize efficiency with pre-canned responses to deliver faster time to resolution for your audiences
- Allow a team to simultaneously respond to high volume conversations by showing when content is already in progress
- Feed your CRM system with case management from social conversations for a holistic view of customer care