As the trend for customers contacting brands via mobile continues to accelerate, large enterprises are beginning to be inundated by customer service requests via these routes. In wake of the trend, enterprise-grade social customer service platform, Sentiment, has added chat app integrations for WeChat and Line.
The immediacy of chat apps is being seen as a fast route to customer query resolution. Leon Chaddock, CEO, Sentiment, said, “Part of the growing attraction of chat apps is the time factor. It provides a medium for customers to interact with an actual person at a brand in real time and get an immediate answer to their question via apps on their mobile devices they are familiar with.”
According to Sentiment, China-based WeChat has over 650 million monthly active users; Japan-based Line has over 212 million monthly active users.
Integrating chat apps with social platforms such as Twitter, Facebook and Instagram means agents can seamlessly handle questions and complaints through one Inbox and continue conversations without putting the brakes on quick resolution. According to Sentiment, its users have found over a 75% drop in response times and a 74% increase in response rate.
The company stated that the latest enhancement to the Sentiment platform available Spring 2016 will enable social customer service teams to handle social inquiries more efficiently and improve social engagement. Companies are also able to target customers and prospects by location and send offers and messages proactively.
Chaddock added, “We are committed to making our social engagement capabilities best-in-class, and enabling our customers to deliver exceptional social customer service. This integration demonstrates our continued focus on innovation and desire to offer the best engagement experience from a single point of access. It will empower organizations to be increasingly responsive to changing social expectations.”
Farnborough (UK) headquartered Sentiment was founded in 2007 by Chaddock and is backed by venture funds of Elderstreet. The standalone software’s features include Social Media Publishing, Social Customer Engagement, Social CRM, Social Media Monitoring, Social Media Automation, Social Media Reporting, Social Media Collaboration; and Command and Control.
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