Social Media Engagement
Social media has triggered a pivotal shift in customer expectations about customer service. Long gone are the days of consumers being left at the whim of large corporations hoping a letter or phone call would be answered. Now the momentum has shifted. As companies have begun using social media engagement outlets like Twitter, Facebook and YouTube, consumers are now expecting companies to listen to them and respond online.
With actionable Social Intelligence from Visible® and the ability to directly engage with consumers online in real time, companies can strengthen service and support, retain customers, resolve issues and continue building brand loyalty.
Visible Technologies® understands the challenges and dynamics of providing effective service and support through social media channels. Our flexible platform can help you get started by enabling you to monitor and respond to customer and prospect questions or retweet content of interest to your followers.
For organizations ready to take the next step, Visible Intelligence® has robust end-to-end social servicing capabilities, configurable workflow, simultaneous multi-channel posting, operational metrics and seamless integration with Facebook and Twitter.
The Visible Engagement capability helps you to:
- Proactively identify, respond to and resolve customer issues
- Opportunistically address questions from prospects and identify leads
- Publish content directly to multiple Facebook and Twitter accounts at the same time
- View detailed operational metrics
- Assign posts to others
- Collaborate through notes and email across team members, and see audit trails of actions taken
- Manage all Twitter and Facebook social profiles in one place, securely
- Obtain a consolidated view of the customer you are engaging with via aggregation of social profiles
- Make it easier for customers to share feedback and ideas
While social servicing requires a long-term view, the benefits can be remarkable and can include increased customer satisfaction and loyalty, positive word of mouth, a new leads pipeline, and improved brand perceptions. Click here to see how our some of our clients have used Visible to help their customers.