New Qualtrics Social Connect Helps Companies Respond Quickly over Social Media and Chat
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
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.
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
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
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
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.
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