In 2013, Domino’s Pizza increased the amount of social media volume it handled by 128% over the previous year. The key to this dramatic improvement in customer interaction is Astute SRM, a social media management tool from Astute Solutions.
Real-time Interaction Brings Customer Praise
"Astute SRM makes it much easier to find and engage with customers just as they’re getting ready to order a pizza, so our contact center is becoming a real-time marketing operation" said Terri Haffey, manager of customer care at Domino’s Pizza. "When customers Tweet, ‘Who should I order pizza from today?’ we’re able to quickly see and react to that and win the sale."
Astute SRM automatically searches for hundreds of Twitter key words and constantly monitors the Domino’s Facebook wall to find posts that need attention – which is on average less than 3% of total volume. Before it began using Astute SRM, Domino’s agents manually sorted through social media posts to weed out the other 97%, a time-intensive and inefficient exercise.
"Faster interaction means higher praise from our customers," Haffey said. "It’s amazing how much praise that we can now show is coming in through Astute SRM."
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Contact Center Efficiency
Astute SRM works well with the Domino’s CRM tool, ePowerCenter, which is also from Astute Solutions. The compatibility of the two saved time and made Domino’s more efficient in the contact center. In addition to the 128% increase in social traffic handled, Domino’s has also reduced handling time by 53%. Social cases are often handled in less than 5 minutes, instead of the 15 minutes needed when Domino’s managed social cases manually. This freed time to focus on the precision marketing that drives sales with individual customer groups.
Crisis Mitigation With Major Influencers
When something happens to diminish the customer experience, speed is just as important. So when Astute SRM finds one of Domino’s preselected "alert" keywords, it immediately notifies the team, even if they aren’t logged in at the time.
"Astute SRM allows us to hear the social media concerns and intervene quickly to make things right, even on nights and weekends. That has a big impact on long-term customer loyalty," Haffey said.
Sometimes, that criticism comes from major influencers, who can have a huge impact on the brand. Celebrities such as Gail King (800K Twitter followers), Suze Orman (1.5M Twitter followers) and Miley Cyrus (17M Twitter followers) have all Tweeted about Domino’s recently. Astute SRM intercepted the conversation in each case. Domino’s responded quickly to turn these critics into high profile social media endorsers.
"When a big name calls out Domino’s, for good or bad, Astute SRM allows us to respond quickly," Haffey said. "It doesn’t matter if it’s in the middle of the night or on a weekend – our high influencer alerts come in from Astute SRM and we’re able to manage a rapid response."
About Astute Solutions:
Astute Solutions helps consumer brands drive loyalty throughout the customer journey with the world's smartest consumer engagement software. Consumers want to talk to their favorite brands like they talk to their friends, instead of being forced to communicate through stiffly structured interfaces. Astute Solutions’ blend of leading edge technologies makes this possible, eliminating friction during every customer interaction.
Published: Wednesday, December 31, 2014
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)