COLUMBUS, Ohio, June 23, 2014-- Astute Solutions, a global provider of customer experience and social relationship management, announced that it has added new features to its Astute SRM social media monitoring product, including a new Facebook private messaging function and new analytics via Grammar Tree Parsing technology.
Private Messaging Through Facebook
Astute recently introduced a new feature that gives users the ability to respond and resolve customer inquiries within Facebook private messaging, directly through Astute SRM. The ability to view, and respond to, private messaging through the SRM tool further streamlines the customer service process, according to Anthony Kantor, product manager, Astute Solutions. “Social media is fast becoming the channel of choice for customer service inquiries. Being able to connect private messaging to customer service directly through the SRM tool gives brands the opportunity to respond to inquiries much faster.”
Grammar Tree Parsing IDs Key Elements of Social Conversations
Astute SRM’s Grammar Tree Parsing technology cuts through the clutter of social conversations by breaking down sentence structures and identifying the relevant parts of speech and phrases that apply to users’ key search terms. The Parsing technology can sift through captured social media posts to help brands determine when a customer is ready to make a purchase or is losing brand loyalty, Kantor explained.
“In addition to identifying leads and trends, Grammar Tree Parsing enables brands to separate the social updates that are crucial to their brand from the not-so-crucial. For example, ‘I have a burn’ versus ‘my food was burned’ would prompt very different courses of action from a restaurant chain.”
Additional new features that further enhance Astute SRM analytics include:
Social Profile Tracking
This feature gives users the ability to capture and display historical data between brands and social profiles. It enables users to view an author’s history with a number of different brands.
Users can review brand responses before they are posted to social channels as well as review deleted brand interactions to assess their relevance.
For more information about Astute SRM, contact Astute Solutions at +1 (877) 769-3750 or visit www.astutesolutions.com.
About Astute Solutions
Astute Solutions' customer relationship management, knowledge management and social CRM solutions support the strategies of customer-centric companies around the world. Astute’s award-winning technologies, recognized in both the Gartner Magic Quadrant™ and the Forrester Wave™, remove the operational barriers to service excellence, enabling consistent, accurate, and complete discovery and service experiences. Through automation, simplified access to information, agent guidance, and end-to-end voice of the customer reporting; organizations establish a framework for exceptional multi-channel service delivery. Across industries, they are equipped to create business value from customer insight, quickly achieving ROI. Companies partner with Astute Solutions to improve enterprise processes, reduce costs, increase sales, and strengthen relationships. They earn the loyalty of empowered customers through differentiated service experiences and market-driven innovations. For more information visit www.astutesolutions.com.