Tag Archives: customer service

Not just Real-Time, Your-Time Customer Service

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Supplier - Customer conversation:

Thank you for inquiry, someone from our office will respond to your question in the next 3 business days. Thank you for being our client.

What?! I need an answer now. My “like” button disappeared; I need to like this post asap, in order to win a $25 gift card to TastiDLite. I can’t wait 3 days, aagggghh.

….and that’s how it starts. Everything we do today is in “real-time,” brushing our teeth, tweeting about brushing our teeth, taking the trash out, posting a picture of the garbage truck: “Aren’t they the best garbage guys ever?!”

Marketing our business is in real-time. Immediately after Ryan Lochte won the gold in swimming at the 2012 Olympics, AT&T’s commercial showed a young swimmer athlete writing a new time for his goal on his eraser board, and the number was the exact number Ryan Lochte swam in the match where he won gold, 3 seconds before air time.

Consumers today want/need immediate support for the products they love, and if they do not receive it they will no longer be a customer. To fight this new battle we’ve enabled our clients to provide real-time customer service in the Engage121 application. We previously launched Customer Care, and in the coming this weeks we are rolling out even more features to let you handle crises that arrive through social media. You can email these complaints/concerns to your support team, have them email a response back to you in the application (not Outlook), archive your discussions and export your data for the C-Suite.

Today we’re taking it one step further, and walking in our client’s shoes as the saying goes. The Engage121 LIVE chat is here!

When you are logged into Engage121 click the blue chat icon in the upper right and you will immediately be connected to a member of our client support team. They are there to help you figure out why your “like” button disappeared, as well as remind how you can re-tweet Lady Gaga. If you don’t have a problem, and instead are feeling lonely, feel free to write us anyway. We love to chat!


What is the #1 product you own that you wish provided real-time customer service?


Effective Customer Service is our Priority

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At Engage121 we are determined to provide extensive support to our clients, by helping them achieve their social media goals through our software. In order to better refine our training techniques, we will be discontinuing the weekly scheduled training sessions and replacing them with intimate, hands-on training, driven by our client’s needs beginning this Monday, October 22.

As of Monday, Client Services will be conducting a client outreach campaign, in an effort to schedule training sessions with clients individually .These training sessions will be conducted in small groups, so clients can drive the “seminar” style training with questions and participation.

Clients can always email the Customer Service department whenever they would like to set up a personal training session or when they have a question regarding the Engage121 application. Emails are received and responded to immediately when sent to support@engage121.com.

We look forward to speaking with you and learning more about your Marketing initiatives, and how social media will continue to support them.


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

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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.

Cool What?

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We recently had the honor of being named a GartnerCool Vendor in CRM Customer Service and Social.” All I’ve heard since then is, a bunch of questions and comments, like:



- Who’s Gartner?

- What does this mean?

- You’re really not that cool!






I’d like to clear this up for everyone, once and for all.

Who’s Gartner – they are the clear leader among IT Analyst Firms. To put it into perspective, they are a $1B+ organization whose ticker symbol is IT. Enough said. Specifically to us, they have been preaching for years to CIOs (Chief Information Officers) that IT needs to function as a strategic business unit, not as a group of tech people.

What does this mean? – It validates everything we’ve been doing. When I demo Engage121 I always hear prospective clients say “cool,” to which my response is always “Why?” Because nothing we do is actually cool for the sake of being cool. There is always a method to the madness; or as we call them at Engage121, Business Solutions…a.k.a.…the same thing that Gartner is challenging CIOs to deliver on a daily basis.

What are business solutions? It depends on your line of business. For Restaurants, you want more butts in seats. For Real Estate Organizations, you want more listings and more sold houses. For Financial Institutions, you want to retain and grow your client base. We help our clients achieve their specific objectives through social media every day. Heck, I challenge you to find a corporate objective that social can’t influence.

And to my friends who say I am really not that cool, you know who you are. You are just busting our chops, because you are right there with us. Together, we are in the midst of working on some stuff that is straight up revolutionary. We are changing the ways business is done on a day-to-day basis.

Things couldn’t be any more exciting at Engage121 than they are right now. I am thrilled that I get to enjoy the ride. For the rest of you, buckle up because big things are coming. How do I know? Because I’m cool.


SXSW 2012 – Creepy or Creative Social CRM?

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Where is the fine line between Creepy and Creative Customer Service?

For the 2012 SXSW Interactive event in Austin, TX on March 9-13, we are putting together a panel discussion with BJ Emerson of Tasti D-Lite and our colleagues from Engage121. We wish to dive deep into how brands can avoid the creep factor and make customer service a positive experience.

The limits are being tested as the competition is heating up for the hearts of consumers and brands contend for trust and ultimately loyalty. This interactive session will explore these boundaries and make you both squirm and cheer as we discuss both repulsive and responsive customer service. You’ll come away equipped with ideas for bridging the gap without burning the bridge when it comes to building and managing customer relationships online.  The panel will include answering questions such as:

  1. Do customers really want a personalized and consistent online/offline experience?
  2. How do we push the envelope without pushing them away?
  3. How does Location Based Marketing fit into Social CRM and providing a great experience?
  4. How do you keep from drowning in too much information?
  5. What are best practices for Social CRM?
We would appreciate your support and your vote in making this panel happen. Please vote here on the SXSW Panel Picker and we hope to see you in Austin!