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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:
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: Monday, June 23, 2014