Your social customer service program is only as good as what you can hear. CX Social goes beyond anyone else in the market when it comes to listening.
CX Social gathers billions of posts every day across every form of social media, as well as from millions of blogs, forums, reviews, and news sites. And it doesn’t just find tagged mentions. It recognizes conversations when your brand is simply mentioned, even if the reference is just in an image. You won’t miss a mention, so you can engage and learn every time someone is talking about you.
CX Social uses text analytics to reveal meaning in social conversations. This lets you act to fix problems, fulfill needs, or streamline processes based on your customers’ feedback. Clarabridge was named a leader in the text analytics space by Forrester Research, and for good reason—we understand the slang, abbreviations, and even emoticons that are specific to social.
Your customers expect a fast, accurate response. CX Social helps you provide one. It automatically identifies the topic of a social conversation based on out-of-the-box, industry-specific models.
Then, once the topic has been tagged, CX Social routes the mention to the right person anywhere in your organization to give an expert response. This is not only faster than manual tagging and routing, it is also more consistent. It supports metrics and reporting in a way that manual routing simply cannot.
A watchdog keeps an eye on your property, and lets you know if something’s wrong. CX Social’s exclusive Watchdog feature gives you that same sense of security when it comes to your social channels. Watchdogs are customizable alerts that help you monitor your inbox. They keep you aware of how long mentions have been waiting for an answer, and help to make sure you don’t miss your response time SLAs.
CX Social has an open API to integrate with all your other customer data. Out-of-the-box integrations include Salesforce, Desk.com, and Zendesk, as well as any other CRM system.
Because of these integrations, social customer service agents have access to relevant information when they interact with customers. This might include purchase history or open support tickets. With more information, agents are more effective, and keep your customers happier.
Your social customer service agents should make customers feel at home—no matter where they are in the world. CX Social automatically translates mentions in over 160 languages. You can track, filter, respond, and analyze with confidence. Your customers will feel heard and understood, no matter what language they actually speak.
Thanks to CX Social, we are able to streamline our customer service and efficiently engage across all social channels and brands within Thomas Cook.Kim Leunen Social Media Coordinator, Thomas Cook