Leverage the Power of Social Media for Real-Time Customer Service

We are very excited to tell you about our new Customer Care feature that we have integrated into the Engage121 application. Starting today this feature will be available to all Engage121 clients. Below is a recorded webinar showing you how the Customer Care feature will work. Later this week there will be six specific videos highlighting key functions in Customer Care. Please take a look and let us know what you think.

Engage121’s Customer Care helps clients achieve a higher level of client service satisfaction, more efficiently, with game-changing features like:

The Broadest Range of Content
Benefit: Building a great Customer Care capability begins with capturing the broadest range of customer conversations in social media. Engage121 aggregates content from all channels where your customers are speaking, including social platforms, blogs, RSS feeds, over forty rating and review sites and more, delivering one of the most comprehensive socially powered Customer Care capabilities available today.

Case Creation
Benefit: The Engage121 case creation feature gives you the ability to capture customer concerns in real-time, allowing you to provide immediately responsive service to your customers. Once a customer care issue has been identified, one click develops a case name, subject and customer identity.

Case Management
Benefit: Engage121 provides a dedicated Customer Care dashboard that enables comprehensive case management across time zones, product teams and user permissions.

Permissions Management
Benefit: Engage121 furthers your ability to manage social Customer Care by assigning specific permissions to your users. This provides better management controls over compliance guidelines for staff, when engaging with customers.

Case Reporting
Benefit: No Customer Care application would be complete without the ability to report and measure the key metrics of your efforts. Engage121 makes it possible to review and assess your social customer service efforts, both on a user basis and in the aggregate.