Social Media Customer Service Software
eGain Social
Social Customer Service, the Loud Kid on the Customer Service Block
Social networking is the biggest trend to hit the Internet in the last few years. Aided by the rapid adoption of smart phones, consumers are sharing their views about products and companies much more easily through X (formerly Twitter), Facebook, blogs, and forums. This free-flowing viral conversation is a challenge and opportunity for your business. Unaddressed negative perceptions can easily spin out of control to become a public relations nightmare for your business. On the other hand, a timely, appropriate response to complaints or negative perceptions is seen as a sign of caring.
What Analysts Say About eGain Solutions
Top score in the 2023 Gartner Critical capabilities report for the CRM customer engagement center for knowledge management + digital engagement + composable experience platform
Top score for “current offering” (that is, product) in the 2021 Forrester New Wave (most recent report) on Digital-First Customer Service
eGain Social™, a one-of-a-kind product for social customer service
eGain Social™ is a one-of-a-kind product for social media management embedded with the capabilities of social customer service, knowledge harvesting and single-sourced social publishing, and reputation management.
The social media customer service software enables businesses and social managers to monitor social networks such as Facebook®, X® (formerly Twitter), and blogs for customer queries, analyze their content, analyze search results for sentiment, route them intelligently, and post responses privately or back to the social cloud in media-customized formats. For instance, X (formerly Twitter) posts use shortened URLs and conform to the 140 character limit.
When combined with eGain SelfService + AI™ and configured appropriately, social knowledge is displayed as part of self-service portal searches. eGain Social is an integral part of the eGain Customer Engagement Hub Suite.
The social media customer service software enables businesses and social managers to monitor social networks such as Facebook®, X® (formerly Twitter), and blogs for customer queries, analyze their content, analyze search results for sentiment, route them intelligently, and post responses privately or back to the social cloud in media-customized formats. For instance, X (formerly Twitter) posts use shortened URLs and conform to the 140 character limit.
When combined with eGain SelfService + AI™ and configured appropriately, social knowledge is displayed as part of self-service portal searches. eGain Social is an integral part of the eGain Customer Engagement Hub Suite.
Features
Knowledge Harvesting
- Enables harvesting of the best of social knowledge, and single-sourced proactive publishing across social and traditional to maximize ROC (Return on Content)
- Social content are included as a seamless part of federated search results
Reputation Management
- Monitors social networks, blogs, and forums for discussions about the company
- Analyzes posts and mentions by factors such as the sentiment and the social value of the poster
- Routes the post as a task to the right person or queue
- Allows seamless switching of social interactions to a discreet, private conversation without losing context
- Measure and manage metrics such as positive and negative trends in brand mentions, effectiveness and speed of responses by agent, queue, product, or brand
Social Customer Service
- Monitor social networks such as Facebook, X (formerly Twitter), forums, and blogs for listed and relevant keywords, with eGain Social Adapters
- 360Plus™ unified agent desktop seamlessly blends social queries with those from traditional channels like phone, email, SMS, chat, and cobrowse for a social-blended view of the customer and the context
- Operational metrics available on social response SLAs, response time by agent or queue, topic trends, etc.
- Advanced workflows route social posts to the best queue or agent based on configurable business rules
- Post responses, comments, and information on social media channels
