Utah, USA – Experience management (XM) company Qualtrics has launched a new customer service tool called ‘Social Connect’ which enables contact centre, marketing and CX teams to capture, analyse and respond to customer service requests received through chat, email and social media.
The new tool can help social and digital support teams achieve higher customer satisfaction, fewer repeat contacts, and more case resolutions in less time with a single unified inbox, automated chat responses, and deep insight into the social trends and real-time customer sentiment, intent and emotions through XM Discover natural language understanding capabilities.
In addition, consumers can now engage with brands 24/7 across a broad spectrum of channels, including social media, chat, on the web and via the call centre – generating huge volumes of unstructured data that contains critical insights companies don’t want to miss.
“The combination of Qualtrics Social Connect and XM Discover enables organisations to spot and respond to potential product issues, consumer trends, changes in brand awareness, or changing competitive influences online by analysing direct messages, reviews and social media interactions alongside social data like mentions, keywords, engagement, reach, and comments,” the company said in a press statement.
Meanwhile, Fabrice Martin, head of product at Qualtrics Customer Care, commented, “Businesses that fail to connect and build relationships with their customers over digital and social channels risk massive losses in customer loyalty and revenue. Qualtrics Social Connect helps companies meet their customers where they are, understand their expectations and deliver digital customer experiences that build loyalty and trust, while avoiding costly escalations to their contact centres.”