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News : New Qualtrics Social Connect Helps Companies Respond Quickly over Social Media and Chat

Premium Content (Sponsored)

#contactcenterworld, @Qualtrics

New Qualtrics Social Connect Helps Companies Respond Quickly over Social Media and Chat

A single unified inbox for understanding, segmenting and responding to everything customers are saying across social media, messaging apps, email and text

Features like intelligent routing and AI-powered self-service automations help service teams achieve higher customer satisfaction and NPS scores, fewer repeat contacts, and more case resolutions in less time

PROVO, Utah and SEATTLE (April 27, 2022) – Qualtrics (Nasdaq: XM), the leader and creator of the experience management (XM) category, today announced Qualtrics Social Connect, a new digital customer service and social listening solution that enables contact center, marketing and CX teams to capture, analyze and respond to the millions of customer service requests they receive through chat, email and social media. Qualtrics Social Connect helps social and digital support teams achieve higher customer satisfaction, fewer repeat contacts, and more case resolutions in less time with a single unified inbox, automated chat responses, and deep insight into the social trends and real-time customer sentiment, intent and emotions through XM Discover natural language understanding capabilities.

Consumers now engage with brands 24/7 across a broad spectrum of channels, including social media, chat, on the web and via the call center – generating huge volumes of unstructured data that contains critical insights companies don’t want to miss. 94% of consumers expect brands to answer questions and respond to negative posts on social media and they want a response quickly. Customers expect a response within one hour on social media, just one day after leaving a review, and less than a minute when messaging with a brand using its digital channels.

Listen, analyze and improve service delivery on all social and digital channels

Qualtrics Social Connect helps short-staffed customer service teams be more efficient and provide more timely responses to customers through digital channels while saving time and money by reducing costly phone calls to their contact centers. Service teams can use Qualtrics Social Connect to generate automated responses to common questions and when a personal response is required, it automatically categorizes and tags chat topics to intelligently route them to the correct support agents. Qualtrics Social Connect organizes conversations from multiple services – like WhatsApp, Instagram, Facebook, Live Chat and SMS – into a single, organized inbox, making it easy for customer service agents and social teams to manage each inquiry and respond to more customers.

Qualtrics Social Connect integrates with XM Discover to surface insights and patterns hidden within huge volumes of voice and text conversations. This allows organizations to measure the emotion, intent, and effort associated with each individual’s digital interaction, providing a 360-degree view of their feedback so service teams can take the right steps to provide customers with the appropriate level of support. The combination of Qualtrics Social Connect and XM Discover enables organizations to spot and respond to potential product issues, consumer trends, changes in brand awareness, or changing competitive influences online by analyzing direct messages, reviews and social media interactions alongside social data like mentions, keywords, engagement, reach, and comments.

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Leading organizations tap Qualtrics Social Connect to handle over 140 million customer service interactions over digital channels every year

Organizations that use Qualtrics Social Connect to manage digital interactions with customers have seen higher customer satisfaction, NPS and customer loyalty scores, as well as fewer repeat contacts and more case resolutions in less time than a typical call to the contact center would take.

4ocean, a retailer of bracelets and apparel made from recycled and responsibly sourced materials, uses Qualtrics Social Connect to improve its daily response rate by 30% and reduce its average time to response from 10 hours to less than 10 minutes. 4ocean receives huge volumes of messages and mentions to its social media channels every day, particularly on Instagram where the company has more than 2.3 million followers. The 4ocean team uses Qualtrics Social Connect to automatically organize social data by public tags, private messages, and mentions in Instagram Stories, enabling their customer service and social media teams to access and respond to messages in a single, organized, consolidated platform.

GM Financial uses insights gathered from customer messages and social media inquiries, among other CX data, to identify information on their app and browser experiences that customers were consistently having trouble finding and armed their digital teams with the data necessary to make modifications to better meet their customers' needs.

"Businesses that fail to connect and build relationships with their customers over digital and social channels risk massive losses in customer loyalty and revenue," said Fabrice Martin, head of product for Qualtrics Customer Care. "Qualtrics Social Connect helps companies meet their customers where they are, understand their expectations and deliver digital customer experiences that build loyalty and trust, while avoiding costly escalations to their contact centers."

Availability

Social Connect is generally available today, already helping over 300 customers deliver better customer experiences.

Additional Information

Learn more about Social Connect on our blog or our website.

About Qualtrics

Qualtrics, the leader and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business—customer, employee, product and brand. Over 16,750 organizations around the world use Qualtrics to listen, understand and take action on experience data (X-data™)—the beliefs, emotions and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love and build a brand people are passionate about. To learn more, please visit qualtrics.com.

#contactcenterworld, @Qualtrics


About Qualtrics XM:
Company LogoQualtrics is a single system of record for all experience data, also called X-data™, allowing organizations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics.
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Today's Tip of the Day - Use Of IVR

Read today's tip or listen to it on podcast.

Published: Wednesday, April 27, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

10.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

11.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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