Social & Reviews

Unify multiple channels in a single engagement hub: Give agents the ability to engage fluidly between social channels, messaging apps, reviews, in-app and web messaging, and community.

Increase efficiency with advanced workflows and operational insights: Efficiently scale social customer service and resolve more conversations with smarter workflows and higher quality outcomes.

Detect and mitigate social crisis: Monitor social volumes, sentiment, and keywords to take action and maintain customer experience during crisis.

Securely exchange personal data on social: Securely resolve consumer questions on social, even when it requires personal data.

Scalable digital and social customer service

Efficiently handle and resolve more customer conversations with smarter workflows and higher quality outcomes.

Multiple channels, single workflow

Give agents the ability to engage across touchpoints and move fluidly between social, messaging apps, in-app and web messaging, and community.

Deep conversation insights

Take the right action with agent-level operational metrics alongside your customer experience analytics..

Crisis detection and mitigation

Monitor social volumes, sentiment, and keywords to take action and maintain customer experience during a crisis.

Artificial intelligence/machine learning

Learn from posts you’ve responded to in the past to help you better respond to posts in the future — and apply sentiment, all without the need to manually train.

Workflow

Advanced workflows

Automatically filter, tag, prioritize, and route to the most appropriate work queue or agent for prompt resolution.

Analytics

Operational analytics

Plan resources, optimize performance, and prove business value with advanced agent performance and customer experience metrics.

Automation

Automatically label posts with actionability, sentiment, language, source, and content tags to optimize workflows and reporting.

Alerts

Notifications & alerts

Receive email, desktop, and mobile alerts so you can adjust staffing and priorities on the fly.

Multi-level prioritization

Automatically scan and assign priorities based on custom rules so agents work the most important issues first.

Verification

Authenticate the identity of customers to increase confidence when handling personal data.

Customer profile

Holistic customer profile

Respond with more context by using the most complete customer profile that contains information across social networks, CRM systems, interests, influence, tags, and internal notes across departments.