Interactive Intelligence, Buzzient partnership allows companies to better monitor and respond to comments on blogs, social networks, and other platforms.
Buzzient and Interactive Intelligence have partnered to create an integrated social media monitoring, routing, and reporting solution that melds Buzzient’s social media analysis capabilities with Interactive Intelligence’s multi-channel queuing, routing, and reporting applications. The product allows businesses to more effectively and efficiently manage online social media content for enhanced customer experience management.
Despite—or perhaps because of—more opportunities to communicate with businesses, consumers apparently are more frustrated than ever when their complaints about bad products or poor service fall on deaf ears. But an investment in customer service can pay off: 92% of enterprise customers and 81% of residential customers said they are more likely to continue doing business with vendors whose support they believe has improved, according to a May 2010 study by Accenture.
“Most organizations today understand the benefits of social media applications—from improved customer service and retention, to better products and services,” said Buzzient CEO, Timothy Jones, in a statement. “Without integration to a company’s communications routing and reporting systems, however, there is a far greater chance for wrong, inappropriate, or inefficient responses, which can turn minor customer annoyances into major public crises.”
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