Social Customer Service
Social Customer Service: Real-time customer engagement for customer-centric organizations
Listen, Schedule, Publish, Engage, Measure
In the digital age, providing real-time and contextual response is not an option but a necessity.
Provide real-time & contextual social customer service with ThoughtBuzz.
LISTEN to all conversation and map with pre-defined categories for instant contextualization. Filter out noise!
Create custom Prioritization rules for inbound conversations to ensure your agent works on the most important ones first!
Assign issues to your team based on their work-shifts and skills. Built-in Load balancer ensures the inbound conversations are evenly distributed!
Respond contextually with pre-defined response templates for quick resolution. Choose various modes to respond – private or public!
Collaborate with other stakeholders before issues goes out of hand! Avoid repeating the issues by easy sharing of whole conversation and customer profile!
Configurable SLAs help to ensure your organization always RESOLVE each and every query with real-time alerts and escalation workflows.
Finally, measure all customer service metrics, team performance, channel statistics to keep your social customer service OPTIMIZED.