New Qualtrics Social Connect Helps Companies Respond Quickly over Social Media and Chat
27 Abril 2022 - 9:30AM
Business Wire
A single unified inbox for understanding,
segmenting and responding to everything customers are saying across
social media, messaging apps, email and text
Features like intelligent routing and
AI-powered self-service automations help service teams achieve
higher customer satisfaction and NPS scores, fewer repeat contacts,
and more case resolutions in less time
Qualtrics (Nasdaq: XM), the leader and creator of the experience
management (XM) category, today announced Qualtrics Social Connect,
a new digital customer service and social listening solution that
enables contact center, marketing and CX teams to capture, analyze
and respond to the millions of customer service requests they
receive through chat, email and social media. Qualtrics Social
Connect helps 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.
Consumers now engage with brands 24/7 across a broad spectrum of
channels, including social media, chat, on the web and via the call
center – generating huge volumes of unstructured data that contains
critical insights companies don’t want to miss. 94% of consumers
expect brands to answer questions and respond to negative posts on
social media and they want a response quickly. Customers expect a
response within one hour on social media, just one day after
leaving a review, and less than a minute when messaging with a
brand using its digital channels.
Listen, analyze and improve service delivery on all social
and digital channels
Qualtrics Social Connect helps short-staffed customer service
teams be more efficient and provide more timely responses to
customers through digital channels while saving time and money by
reducing costly phone calls to their contact centers. Service teams
can use Qualtrics Social Connect to generate automated responses to
common questions and when a personal response is required, it
automatically categorizes and tags chat topics to intelligently
route them to the correct support agents. Qualtrics Social Connect
organizes conversations from multiple services – like WhatsApp,
Instagram, Facebook, Live Chat and SMS – into a single, organized
inbox, making it easy for customer service agents and social teams
to manage each inquiry and respond to more customers.
Qualtrics Social Connect integrates with XM Discover to surface
insights and patterns hidden within huge volumes of voice and text
conversations. This allows organizations to measure the emotion,
intent, and effort associated with each individual’s digital
interaction, providing a 360-degree view of their feedback so
service teams can take the right steps to provide customers with
the appropriate level of support. The combination of Qualtrics
Social Connect and XM Discover enables organizations to spot and
respond to potential product issues, consumer trends, changes in
brand awareness, or changing competitive influences online by
analyzing direct messages, reviews and social media interactions
alongside social data like mentions, keywords, engagement, reach,
and comments.
Leading organizations tap Qualtrics Social Connect to handle
over 140 million customer service interactions over digital
channels every year
Organizations that use Qualtrics Social Connect to manage
digital interactions with customers have seen higher customer
satisfaction, NPS and customer loyalty scores, as well as fewer
repeat contacts and more case resolutions in less time than a
typical call to the contact center would take.
4ocean, a retailer of bracelets and apparel made from recycled
and responsibly sourced materials, uses Qualtrics Social Connect to
improve its daily response rate by 30% and reduce its average time
to response from 10 hours to less than 10 minutes. 4ocean receives
huge volumes of messages and mentions to its social media channels
every day, particularly on Instagram where the company has more
than 2.3 million followers. The 4ocean team uses Qualtrics Social
Connect to automatically organize social data by public tags,
private messages, and mentions in Instagram Stories, enabling their
customer service and social media teams to access and respond to
messages in a single, organized, consolidated platform.
GM Financial uses insights gathered from customer messages and
social media inquiries, among other CX data, to identify
information on their app and browser experiences that customers
were consistently having trouble finding and armed their digital
teams with the data necessary to make modifications to better meet
their customers' needs.
“Businesses that fail to connect and build relationships with
their customers over digital and social channels risk massive
losses in customer loyalty and revenue,” said Fabrice Martin, head
of product for Qualtrics Customer Care. “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 centers.”
Availability
Social Connect is generally available today, already helping
over 300 customers deliver better customer experiences.
Additional Information
Learn more about Social Connect on our blog or our website.
About Qualtrics
Qualtrics, the leader and creator of the Experience Management
(XM) category, is changing the way organizations manage and improve
the four core experiences of business—customer, employee, product
and brand. Over 16,750 organizations around the world use Qualtrics
to listen, understand and take action on experience data
(X-data™)—the beliefs, emotions and intentions that tell you why
things are happening, and what to do about it. The Qualtrics XM
Platform™ is a system of action that helps businesses attract
customers who stay longer and buy more, engage employees who build
a positive culture, develop breakthrough products people love and
build a brand people are passionate about. To learn more, please
visit qualtrics.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20220427005103/en/
Tyler Petersen Press@qualtrics.com
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