Managing a High-Volume Customer Conversation Social Ecosystem
Social marketing software provider Spredfast announced a new solution that gives brands the ability to manage high-volume social conversations with customers.
Spredfast's Social Customer Care solution focuses on real-time social monitoring and routing (including configurable workflows, automated routing and labeling, and status indicators to eliminate duplication and multiple responses to the same issue), purpose-built interfaces for agents and managers, surfacing threats in real-time, and providing specific metrics to optimize the customer experience and inform resource planning.
"We live in a social-first world, and consumers expect great service to be delivered quickly," said Leo Ryan, Vice President, EMEA at Spredfast.
"But brands that focus on content over conversations are missing the point; the social interactions we see from brands are just the tip of the iceberg. To help brands manage their millions of one-to-one conversations, our team of experts has built a package of interfaces, analytics capabilities, and automated tools that make Care Agents and Managers' lives easier."