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Social
interactions
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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 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.
eGain® Social™ is
a one-of-a-kind product for social
customer service, knowledge harvesting
and single-sourced social publishing,
and reputation management. It enables
you to monitor social networks such
as Facebook®, 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, Twitter posts
use shortened URLs and conform to
the 140 character limit.
When combined with eGain SelfService and
configured appropriately, social knowledge
is displayed as part of self-service portal
searches. eGain Social is an integral part
of the eGain 10 Customer Interaction Hub
Suite.
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Related news and
best practices |
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How can eGain Social help you?
Social customer service
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Using
eGain Social Adapters, eGain Social
“listens” to queries posted
on social networks such as Facebook,
Twitter, forums and blogs, for listed
and relevant keywords. |
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The
community manager or the workflow engine
analyzes and routes the queries intelligently
to the right queue or agent. |
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The
agent desktop seamlessly blends social
queries with those from traditional
channels like phone, email, SMS, chat,
and cobrowse. This allows agents to
get a 360Plus™ social-blended
view of the customer and the context. |
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With
the help of a trusted multichannel knowledge
base, they provide an answer to the
query, which gets posted back to the
social cloud or to the individual customer. |
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The
contact center manager is able to measure
and manage service metrics such as response
time by agent or queue, topic trends,
etc. |
Knowledge harvesting
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The
solution facilitates harvesting of the
best of social knowledge, and single-sourced
proactive publishing across social and
traditional to maximize ROC (Return
on Content). |
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Social
content are included as a seamless part
of federated search results. |
Reputation management
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Social
networks, blogs, and forums are monitored
for discussions about the company. |
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These
mentions are then analyzed by factors
such as the sentiment and the influence
of the social user and routed as a task
to the right person or queue in the
business. |
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Community
managers and agents can proactively
monitor social conversations and seamlessly
switch a social interaction to a discreet,
private conversation without losing
context. |
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The
community manager is able to measure
and manage metrics such as positive
and negative trends in brand mentions,
effectiveness and speed of responses
by agent, queue, product, or brand. |
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