Brand Embassy

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Adding Social to call centre
increased customer's satisfaction

Country: Czech Republic | Industry:     Telco | Clients: approx 4.000.000 | Community size: 160.000

Solution

1
Prioritisation
of Posts
All incoming customer communications on branded channels, including Facebook, Twitter, Google+, and Youtube, as well discussion forums and contact forms across multiple touch points, were integrated and prioritized on
the Brand Embassy platform, using some pretty nifty rules and calculations.
2
Intelligent
Team Workflow
Post are automatically distributed to active contact center agents, based on who’s available. The Brand Embassy Intelligent Workflow Engine helps minimize reaction times and eliminates face palming duplications of effort.
3
Automated Reporting
Daily automated KPI reports are delivered right to
a manager’s inbox. All reports contain qualitative and quantitative reports, agent specific as well as general, with all key SLA metrics included. Who’s having a good day?
It’s easy to find out.

Results

70% Reduction of
response time.
90% Customers were satisfied
with the quality of care.
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