In an age of social media, tablets and smartphones, it makes sense for companies to be where their customers are. And while a recent Simply Measured study shows that 32 percent of the Interbrand top-100 brands have dedicated customer service accounts on Twitter, that's not good enough. It's still taking these brands nearly five hours to respond to customers on the social network.
"Social media puts customers in the driver's seat. Customers are increasingly turning to social media to ask questions, complain, and give praise," says Ryan Holmes, CEO of HootSuite. "Brands need a both a strategy and the right tools to manage this onslaught of communication."
HootSuite, a social media management system, is helping brands engage with their customers and resolve issues quickly with its just-announced integration with Attensity.
"We are focused on helping people better utilize their existing investments and work processes while optimizing them through our products," said Kirsten Bay, CEO of Attensity. "We believe this partnership will further our efforts to bring customer intelligence into enterprise-wide strategic decisions, driving action and increasing revenues."
With this HootSuite-Attensity integration, HootSuite Enterprise clients can now streamline workflows including:
- Multi-channel routing, queuing, escalation: Enable full-time social care agents to reduce time-to-answer in high-throughput environments through both the HootSuite and Attensity interfaces.
- Text analytics and business rules: Cut through the noise and focus in on actionable messages from customers and prospects, including cries for help, intent-to-churn, and intent-to-buy signals.
- Multi-channel engagement capabilities: Allow agents to move seamlessly between open social channels like Twitter, Facebook, and Google+ and private channels such as email, surveys and private forums.
- Unified customer intelligence reports: Drawing from real-time data, bring insight to customer sentiment, agent performance, top and emerging issues, top compliments, competitive threats and more.