Software Advice Analyst A customer service complaint left unattended on social media can transform into a public relations disaster. It's something like handing your angriest customer a megaphone in front of a crowd of potential patrons. Unfortunately, customer support teams have two huge obstacles to giving better service on social media: One, there's a ton of information flowing and in out of myriad social channels all the time; and two, social media frequently is housed in a company's marketing team, which isn't equipped to respond to customer service complaints. In recent years, software developers such as Moxie Software have developed tools to solve this problem. Here's how this technology helps your customer service identify, prioritize and respond the most pressing social complaints in real time. Listen First, Then Act As mentioned, one of the most difficult parts of socialized customer support is fishing out the most critical comments among the masses of information out there. To overcome this challenge, these social customer service platforms listen for keywords, patterns and sentiment that are associated with customer service triggers. Each company tunes its listeners to be aligned with their specific products and services.
14 August, 2012