Brand Embassy, a customer service technology firm, recently announced the launch of its new customer service platform. The platform brings Facebook, Twitter, Instagram, email, live chat and discussion forums into once place and then uses markers such as post influence and topic to send requests to the most relevant customer service agent.
Launch partners include Vodafone, T-Mobile and GE Money. Brand Embassy cites a 2014 McKinsey study finding that the telecom portfolio has shifted dramatically from voice (as only 20 percent of the time spent on phones is talking) to texting and social media uses.
Vit Horky, the co-founder and CEO of Brand Embassy, commented on his company’s new platform in a press release:
Customers already have cutting edge technology in their pockets – it’s businesses who need to catch up. Customers aren’t willing to wait on hold anymore to get customer service. They want to communicate with brands the same way they communicate with friends – on social media. It’s just easier.
Our technology isn’t just a glorified Google alert for social media – it’s much smarter than that.
Here’s a look at some key features of Brand Embassy’s platform:
- Integrated CRM gives agents real time customer data to provide a more personal and relevant customer experience
- Intelligent Workflow identifies and sorts requests based on post influence, topics mentioned, language and source of origin, a critical feature for operations at scale
- To Bee Done List automatically creates tickets from complicated social threads so agents don’t have to worry about missing an individual issue or question within a single post
- Knowledge base allows agents to share information and save time with easily customizable predefined answers