Social Media is a key channel within Enterprise Customer Experience Orchestration and inQuba Social Media provides a single view of the customer based on both structured and unstructured feedback.
inQuba Social Media has been developed to give businesses a true single view of the customer, through both solicited and unsolicited feedback. inQuba Social Media offers a solution where unstructured social messages can be gathered, organized, distributed and replied to, even escalated. It extends or enriches the insights gained from a structured customer experience model and takes appropriate action where required.
ALL FEEDBACK IN A SINGLE PLATFORM
Customers are turning increasingly to unstructured feedback channels and text is becoming more and more important. inQuba Social Media allows for a view of unsolicited, unstructured feedback, alongside your structured feedback from surveys. Insight is arranged around the CEM model in order to provide a holistic view of customer experiences, irrespective of which channel the feedback is coming from.
TEXT ANALYTICS AND MESSAGE DISTRIBUTION
inQuba’s text analytics engine allows you to extract and manage what’s important. Large volumes of text are processed and categorized according to themes and sentiment, and anchored to the steps of the customer journey in order to highlight experiential hot spots. Messages are organized further into rule-based Lists, ensuring productivity as business users only see what is relevant to them. Messages can also trigger SLA-based Cases where particular attention is required, made possible through a seamless integration with inQuba Case Management.
ENGAGING ACROSS SOCIAL CHANNELS
Social Media listening is the first step to becoming customer centric, but the business also needs to be able to engage in real time and with context. inQuba Social Media allows the social media team to respond to public and private messages from various social channels. Whether the message is a tweet, post, reply or comment, conversation threads ensure that context is never lost.
Dynamic, interactive dashboards provide CX executives with a high level view of social media activity. It’s important to monitor basic stats such as follower growth, but equally important to discover issues which may not have been anticipated, based upon theme emerging from text analytics. Unstructured messages and resultant topics are mapped to the Customer Journey (CEM model).
inQuba is a role-based solution, ensuring that users only see the streams, menu structures and insights which are relevant to them.