Its “Social Connect” solution will help support teams process customer requests
Qualtrics has launched Social Connect, new digital customer service and social listening solution, to enable contact centre, marketing, and CX teams capture and respond to huge volumes of customer service requests.
The solution can process millions of queries through various digital channels, such as chat, email, and social media, within one unified inbox.
With Social Connect, social and digital support teams may also achieve higher customer satisfaction, fewer repeat contacts, and more case resolutions.
Fabrice Martin, Head of Product for Qualtrics Customer Care, said: “Businesses that fail to connect and build relationships with their customers over digital and social channels risk massive losses in customer loyalty and revenue.”
“Qualtrics Social Connect helps companies meet their customers where they are, understand their expectations and deliver digital customer experiences that build loyalty and trust, while avoiding costly escalations to their contact centers.”
Automated responses to common customer questions save support teams time, while they still have the option of stepping in if a personal response is required.
The solution also integrates with Qualtrics’ XM Discover to surface insights and patterns from millions of voice and text conversations. This way organisations have a 360-degree view of the emotion, intent, and effort associated with every digital interaction.
In addition, agents can spot potential product issues, consumer trends, changes in brand awareness, and changing competitive influences online by analysing direct messages, reviews, and social media interactions, as well as social data like mentions, keywords, and engagement.
Qualtrics has previously launched Qualtrics Discover, a suite of tools that detect emotion, effort, and intent behind every experience.