SAN FRANCISCO, December 18, 2012 -- MediaFunnel, a social media management platform that offers an integrated combination of outbound publishing features and powerful audience engagement capabilities, today announced the release of innovative, customizable customer service quality assurance protocols designed to deliver the best possible brand experience to customers and prospects in the social channel.
"At MediaFunnel we designed our product with our customers' customers in mind. We recognize that the social channel is growing and evolving quickly and dramatically, and that our customers' customers now consider social media a brand portal that extends to customer service," said Andreas Wilkens, CEO and co-founder of MediaFunnel. "Because the social channel's influence on the customer service experience is significantly increasing, we believe that it's critical to provide our customers with the tools they need to deliver against these expectations. And, by delivering better customer service in the social sphere, retention and lifetime value improves." Wilkens adds, "At the end of the day, we know that this is what matters to our customers."
According to a recent survey from social media research firm NM Incite, consumers seeking customer service via social media channels or "social care" -- have very high expectations. They expect a response from the company the same day -- and they expect their problem to be resolved.
Nearly half of social media users have sought customer service via social channels, and 71% of those who have a positive experience are likely to recommend the brand or company, compared with just 19% of those who get no response. That's a lot of potential reward for having a good social care program ‚EU" and a big risk for companies with poor social care.
MediaFunnel addresses the three key areas that drive the quality of the overall brand experience in the social sphere: outbound communication, audience engagement and premium customer service throughout all social touch points.
In addition to MediaFunnel's fully featured publishing and engagement tools, the ability to create customizable user roles and capabilities at a granular level ensures that only authorized personnel are responding to customer inquiries and comments in the social sphere. And, establishing a customizable review workflow protects safeguards and approval processes.
The customer service ticketing workflow tool provides the ability to capture, route and track inbound communication until resolution is achieved. The tracking system maintains a communication log that provides brand advocates with access to the entire communication string in the social sphere. Administrators can assign tickets to specific personnel who are best equipped to handle incoming inquiries. Timely response and comprehensive resolution to inbound communication improves the overall brand experience, and an improved brand experience translates into better customer retention and lifetime value. (continued...)
Posted: 2012-12-19 @ 10:11am PT
@Adam: Yes, this press release is posted in our Press Releases section, as noted above.
Posted: 2012-12-19 @ 9:04am PT
Is this a press release?