Customers Are Talking About You on Social Media Networking Sites
Your customers are talking about you, both to you and among themselves.
According to Pew Research Center, the number of Americans using some type of social media has risen from 5% in 2005 to 72% today.
Many on those sites are sharing and receiving positive and negative opinions about your products and services — your brand. Their network today can include friends, family, even strangers.
Your business needs to monitor those conversations to improve customer experience.
Monitor social platforms for comments
eGain Social™ lets your business monitor social platforms such as Facebook®, Twitter®, Instagram, forums, and the Web in general, for conversations that are happening about your products, services, and brand.
Configure search terms for monitoring
From the eGain Social Console, social media managers can configure search adapters for each search engine and social media network to be monitored, and then set up search terms to monitor.
Respond to customer posts
The Social Inbox, included in the omnichannel, digital-first eGain Advisor Desktop™, displays the aggregated search results for processing.
The posts are analyzed for content and sentiment, and routed intelligently to the right queue and agent.
Finally, responses are posted privately or back to the social cloud in media-customized formats. The agent or social media manager can look at the sensitivity of the post to determine when to take the conversation private or offline.
All from eGain Social
Why eGain Social
eGain Social™ is a one-of-a-kind product for social media customer service.
- Power your business’ social media management and social customer service so that you know your customer in all their avatars, holistically.
- Measure and manage metrics such as positive and negative trends in brand mentions, effectiveness, and speed of responses by agent, queue, product, or brand.