SoMe customer service
It is nothing new that customers expect to be able to enquire about a problem and be helped through various different channels. However, it can be easier said than done for the customer centre to manage the new channels efficiently. With the Social Media Service, the employee can answer Facebook messages which are sent to your company’s Facebook profile from the same screen display as he or she answers e-mails or calls and a lot more.
The solution requires our Engagement Management solution.
Overview of all your SoMe channels
Collects, analyses and reports relevant insight from Twitter, Facebook, blogs and online forums for you.
Let SoMe form a natural part of your customer service
Helps you get an overview of SoMe customer contacts and manages them along with other customer contacts. This makes it possible to create an end-to-end customer journey for the individual customer which includes SoMe.
Efficient management of the customer contact in the SoMe channels
Helps you efficiently assign SoMe calls to the right employee, prioritise the SoMe contacts in the same way as the other channels and escalate and answer questions and critique via social media.
We help service-oriented companies and organisations throughout the Nordic countries to optimise and develop their customer experience. At the same time, we help Nordic finance houses and energy companies with telephony and information systems.