Making business sense of social media
QuestBack, a global leader in enterprise feedback management (EFM) and Social CRM is launching Listen & Act, a social engagement tool that allows organizations to transform social media messages into actionable dialogues and seamlessly integrate these insights into CRM data, generating ROI and revenues.
Social media is the fastest growing communication channel today. With the continued growth in smart phone adoption, end-users are incorporating social media into their every-day lives and online channels are becoming the primary way for customers to voice their support or disgruntlement. Customers expect customized communication via social channels and businesses are struggling to manage and measure their social media activities.
Businesses that are able to tap into social media messages and sentiment, regardless of volume, and efficiently manage this environment, are enjoying stronger customer loyalty and more positive referrals.
Listen & Act enables businesses to quickly sift through messages, view levels of influence and seamlessly utilize engagement tools, such as surveys and communities, to create unique experiences for their customers based on inquiries and preferences. This provides deep benefits to both the customer and the business.
Customers feel more valued due to the high quality of engagement, while businesses gather deeper insights to enrich existing CRM data. Combining insights gained from new customer touch points, such as social media, enables businesses to act faster, have more targeted offers, accelerate problem resolution and ultimately reap the benefits of greater share of wallet from happier customers.
"Listening – through both solicited feedback, and social media monitoring – gives critical insights into consumer sentiment and behaviour,” said Jim Davies, Research Director for CRM at Gartner. “Businesses that can effectively leverage such insights to attract, retain and grow customers will have an advantage, with benefits increasing as the 'voice of the customer' becomes one with business culture and processes.”
“We understand the importance of powerful customer engagement to drive loyalty and revenues, and social media is no different,” said Ivar Kroghrud, CEO for QuestBack. “Our Listen & Act solution enables businesses to deliver a higher quality customer experience, without additional resource. By tapping into the power of the customer, and strengthening loyalty, businesses can be winners in what we are all trying to succeed in – the experience economy.”
Additional benefits include:
Easy feedback management through keyword monitoring and grouping of common themes, accelerating analysis and ability to act
Seamless integration with the QuestBack feedback and social engagement platform, to gain deeper insight into the individual behind the messages received by use of online surveys
Integrated Sentiment Analysis and Klout Score, making it easy to prioritize actions and identify key influencers
Single view of the customer with the unique QuestBack people data hub that combines unstructured social media data with structured CRM data, enabling a 360 degree customer view