Engage Your Customers. Build Relationships. Increase Revenue and Efficiency
Engagement on Social Media has become increasingly crucial. Customers are talking about companies and products on social media, either hoping to interact with directly, or sharing opinions with others about their experiences. If customers are satisfied, then the happy chatter is good news for your top line. But if customers are unhappy about unresolved complaints or problems, it can have a major impact on your bottom line and brand perception. For many businesses, social media efforts are still evolving, and processes are often manual and not cohesive. A classic and common example is when social media channels are usually ‘owned’ by marketing groups. They struggle to handle questions that may be related to product support or other areas. The result is that, instead of optimizing communications it may leave your customers further frustrated. With Genesys Social Media Engagement, we enable businesses to be able to hear customers, prioritize comments based on sentiment analysis and Klout Scoring (Social Influence).