News : Astute Solutions® Enhances Facebook & Knowledge Features
Columbus, Ohio, June 20, 2014 -- Astute Solutions, a global provider of customer experience and social relationship management, announced that it has added new features to its Astute SRM social media monitoring product, including a new Facebook private messaging function and new analytics via Grammar Tree Parsing technology.
Private Messaging Through Facebook
Astute recently introduced a new feature that gives users the ability to respond and resolve customer inquiries within Facebook private messaging, directly through Astute SRM. The ability to view, and respond to, private messaging through the SRM tool further streamlines the customer service process, according to Anthony Kantor, product manager, Astute Solutions. "Social media is fast becoming the channel of choice for customer service inquiries. Being able to connect private messaging to customer service directly through the SRM tool gives brands the opportunity to respond to inquiries much faster."
Grammar Tree Parsing IDs Key Elements of Social Conversations
Astute SRM’s Grammar Tree Parsing technology cuts through the clutter of social conversations by breaking down sentence structures and identifying the relevant parts of speech and phrases that apply to users’ key search terms. The Parsing technology can sift through captured social media posts to help brands determine when a customer is ready to make a purchase or is losing brand loyalty, Kantor explained.
"In addition to identifying leads and trends, Grammar Tree Parsing enables brands to separate the social updates that are crucial to their brand from the not-so-crucial. For example, ‘I have a burn’ versus ‘my food was burned’ would prompt very different courses of action from a restaurant chain."
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About Astute Solutions:
Through customer interaction and relationship management solutions, Astute Solutions enables companies to differentiate through service excellence. Its user-friendly ePowerCenterTM and Astute KnowledgeTM solutions provide the capabilities companies need to deliver efficient, high-touch, and high-quality service; while ensuring consistent and accurate responses across all communication channels. Moreover, Astute’s solutions capture actionable "voice of the customer" insights that serve to improve products, services and operations.
Published: Monday, June 23, 2014