Brand Embassy's New Customer Service Platform Analyzes Feedback from Facebook, Twitter, Instagram
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.
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
WORK SMARTER - LEARN, GROW AND BE INSPIRED.
Subscribe today!
To Read the Full Story Become an Adweek+ Subscriber
Already a member? Sign in