Everyone in the customer service industry already knows that more and more customers are using “out of channel” social venues to complain about the products and services they use. And that these people expect companies to respond - quickly.
But as a solutions provider, you also know the two biggest challenges to delivering on the promise of social customer service are filtering out the noise to find the people that matter and deciding how to prioritize among them. Because not every Tweet deserves a ticket. mPACT web presence analytics can help your customers quickly identify the users they need to engage, and prioritize those responses, in or out of channel.
Using our mPACT Connect solution for OEMs, you can integrate mPACT web presence analytics into any customer service application or platform, as a raw data feed provided through an API or as a complete user interface ready for your branding.
When you add mPACT to your application, your customers gain the ability to prioritize on more than just the severity of their users’ problems. Our patented mPACT dISTIL™ algorithm provides topically-scored social profiles for users talking about a company’s products, anywhere on the Web. This improves your customers’ ability to deliver superior customer service, in two important scenarios:
See the links on the right to learn more about mPACT and how to become a partner.