- Active Ambassadors
- Shift Management
- Solution Time
Today we are bringing many new features to the Brand Embassy Engager. The unique BE's Shift Management, attaching Notes to conversations and an easy method of tracking Solution Time. Showing that brands care about their customers has never been so easy. Read more.
We have been working with O2 in the Czech Republic, they have a team of Brand Ambassadors, or “O2 Gurus” as they prefer to be called, these O2 Gurus work in shifts and they needed a better way to manage the conversations from their customers especially when one guru finishes for the day and another begins, but what about all those conversations that the first guru was dealing with? To tackle this issue we developed a group of features called “Shift Management”, shift management really benefits big brands with a large number of Brand Ambassadors working around the clock.
BE’s Shift Management
Our customers will know that until yesterday we divided all of a brand’s conversations evenly across all users. This was fine, but not so great in large teams as when an ambassador finished for the day they still had unread conversations assigned to them. Now when an ambassador wants conversations they simply click “give me more posts!” and the 20 most important conversations relevant to what they are working on are assigned to them. When they log off the remaining conversations that they have not specifically saved for later are added back to the pool of unassigned posts and are free to be assigned to other users.
It’s a unique way how to manage thousands of posts daily within a team without loosing focus and time!
Active Ambassadors – Who is online
In many large brands like O2 many of the ambassadors (O2 gurus) are working in separate locations and didn’t know who was online at a particular time. So we added a simple icon to indicate who is online and available to engage with customers.
Unique Assignments for Each Ambassador
Some of our larger clients like to divide their Brand Ambassadors into teams so that each ambassador deals with certain types of conversations on particular websites. We assign ambassadors customer conversations based on the conversation’s priority (reach/influence/time), now we’ve added to this to make it possible to assign conversations with additional variables to individual ambassadors, so now an ambassador can receive only conversations from a particular source such as Facebook or a certain forum or even conversations with unique tags.
Tracking KPIs: Solution Time
It is becoming standard practice in online customer service to respond to a customer within an hour of them contacting a brand’s dedicated social media channel and then to reach a solution within 24 hrs, of course this is not always possible, but it is something that many brands should and do strive for. We’ve added these KPI’s to our reporting section including the conversation history between your customer and your ambassador.
We also added the ability for ambassadors to attached notes to conversations so that other ambassadors and managers have more information about particular cases. Over time with careful use of our tagging feature managers and ambassadors will gain a complete overview of common customer problems, questions and comments and can work towards improving those areas to reduce customer problems in the future.