Social networks have become one of the reference areas for interactions between customers and companies, providing an opportunity like never before to establish a dialogue and conversation between companies and consumers, connecting in a more personal and closer way.
Customers relate in social spaces and generate conversations around products, services and support companies. The brands therefore need to be present in these spaces and proactively participate in these talks.
The solutions of Customer Interaction Management for social networks and online communities enable companies to monitor conversations in which the brand is present, and set rules for participation and response in an efficient and controlled way.
The CIM solution for Social lets you manage service interactions on social networks (Facebook, Twitter, Blogs, etc.) by monitoring publications, analyzing the content of them, with advanced parameters such as feeling’s analysis, to manage in a smart way its processing and to provide the appropriate answers related to the knowledge management system
The community management solution allows companies to set their own chat rooms for customers, creating a community of consumers around their brand and a higher level of relation with them. Communities are a great source of business information about the needs, concerns and opinions of consumers about the company, products or service aspects. The community management can dramatically impact in reducing cases of service and support, thanks to the collaboration of all members