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LOWER CUSTOMER CARE COSTS

Social care is continually growing as the preferred channel of today’s consumer, with almost 30% of social media users preferring social care to phoning customer service.

Organizations that invest in social care save money and increase customer satisfaction.

DEVELOP A UNIFIED VIEW OF YOUR CUSTOMER

Transform unstructured customer feedback into actionable insights that lower care costs, improve response time, and increase customer satisfaction. NetBase applies Next Generation AI to all sources of customer experience data including social, CRM, surveys, IVR, chat logs, and more to enable a deeper understanding of your customer.

  • Analyze unstructured data across all customer feedback channels
  • Develop a deeper understanding of your customer base, including attitudes, preferences, and expectations throughout the customer journey
  • Inform organizational improvements across several key areas, including investment priorities, product gaps, and loyalty drivers

MEASURE THE MAGNITUDE AND SENSITIVITY OF CUSTOMER ISSUES

Analyze 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

  • Identify previous unreported problems that impact customer satisfaction

  • Get out in front of issues before they overwhelm your organization’s support channels

Reduce Handle Time

HANDLE MORE CASES WHILE LOWERING COST

Social care is continually growing as the preferred channel of today’s consumer, with almost 30% of social-media users preferring social care to phoning customer service. Organizations that invest in social care save money and increase customer satisfaction.

  • Integrate social analytics with your engagement solution to improve efficiency
  • Seamlessly route issues to specific support queues or subject matter experts
  • Deflect calls by identifying unhappy customers and responding via social
  • Find opportunities to improve the customer purchase and activation experience

TURN CUSTOMERS INTO LOYAL BRAND ADVOCATES

Exceptional customer care turns customer into passionate brand advocates. Measure and report on how your care efforts move the needle by tracking sentiment and passion over time.

  • Surprise and delight customers by letting them know you are listening
  • Represent the voice of the customer and prioritize product and service enhancements
  • Report the impact of your care program and how your efforts are building loyal customers

TRACK SERVICE IMPROVEMENTS AND SATISFACTION OVER TIME

Companies that improve their customer experience see a corresponding increase in key measures such as likelihood to renew, likelihood to recommend, and likelihood to buy another product. to assure the best possible customer experience for your brand.

  • Validate your customer care strategy with insights across all customer feedback channels
  • Measure improvements in customer satisfaction and brand sentiment over time
  • Track how customers talk about your brand before, during and an after engaging with your brand’s care team