LOWER CUSTOMER CARE COSTS: IMPROVE RESPONSE TIME
Social care teams need the most up-to-date information in real-time to deal directly with customers’ concerns. Failure to respond in a timely manner can result in a rapid spread of dissatisfaction and customer loss.
REAL-TIME INSIGHTS AND PRIORITIZATIONAnalyze thousands of conversations in real-time and gain deep context around customer facing issues, to know which are causing the most pain and how to focus your efforts to drive the highest customer satisfaction.
- Identify problems by looking at a unified view of all customer feedback
- Easily rank issues by number of engagements, sentiment and passion intensity to defuse highly negative experiences
- Get deeper insight and context to inform your resolution strategy
LASER FOCUS TO MAKE THE LARGEST IMPACTMeasure the magnitude and sensitivity of customer facing issues and identify issues that can be resolved quickly with a light touch to deflect calls and create delightful customer experiences.
- Identify customer care issues across millions of users in real-time
- Get out in front of issues before they overwhelm your organization’s support channels
- Easily lower call volume, reducing average handle time (AHT), and handling more customer contacts
ENGAGE IMMEDIATELY IN REAL-TIMERespond instantly to pressing customer issues to defuse customer complaints. NetBase integrates with Social Engagement Platforms Spredfast and Hootsuite to deliver a seamless workflow from listening to engaging to resolution.
- Integrate with social engagement platforms to enable flexibility and efficiency
- Get the right customer issue to the right rep for a speedy response time
- Improve customer satisfaction by engaging directly via the right channel