Monitor conversations, engage with customers and resolve issues on social media and inspire loyalty in your customers.
Answer and resolve customer queries on the same social website the customer used, without having to leave your helpdesk.
Add structure to your social strategy with SLAs, escalations and automations to ensure issues are handled efficiently.
Use keywords to track conversations relevant to you on your Facebook pages and on Twitter to understand your customers better.
Set up a platform to foster a community where users can engage with you and each other, and share tips, suggestions and ideas.
Keep track of agent responses, first call resolutions and ticket overdues to monitor agent productivity in your helpdesk.