Online Reputation Management

You get to listen to your customer's voice on the online web, Social Media, and a lot more with our tools. This enables you to engage with them and make them happier You also get real-time Market Intelligence that helps you Fine-tune your strategies and make valuable business decisions With great dashboards and smart suggestions, you can understand the sentiment, share of voice, media type, classification, influence, demographics, and campaign insights. Lastly, you can see how you are faring against your competition. This will help you in understanding what is and isn't working for them and position yourself accordingly.

Utilize conversations as tickets and get a detailed overview of the customers and their queries in terms of history, analytics, followers, and influence, on your brand Get the flexibility to check with external teams who are not a part of the tool about responses through email escalations by adding the conversation details. You can also auto-assign queries to appropriate users/groups based on the rules you define, thus reducing time. Get a complete view of all the tickets that are at various stages of resolution, check TAT scores, and identify areas that need more action. Measure the impact by analyzing the difference in sentiment based on your efforts.

Ensure your agents are empowered to respond to and resolve queries in a timely manner with workflow and automation such as queuing, ticket history, auto-assignment, classification, draft templates, etc. Track and measure Agent performance with various TAT reports and SLAs to identify the hits and misses and take the right actions that boost agent productivity Acquire a holistic view of the customer, by having all your customer query data points, including web and social, query history, details, etc, in one place and use this information for better CXM

Get a comprehensive and holistic view of your brand's perception and performance in terms of customer experience management and marketing with our exhaustive 700-plus charts covering various aspects of listening, social media analytics, competitor analytics, and agent performance reports Avail Smart Suggestions In simple plain English and the right pictures that break down complex metrics. This helps you understand what has worked for you and get suggestions on what will work for you with AI-powered smart suggestions Derive a comprehensive Content Strategy with all your insights in one platform. Identify trends, pain points, hits and misses, moments when your audience is active, and much more to quickly shape align messaging into consumer-relevant and engagement-driven.

Easy and effective Social Media Management that allows you to publish or schedule posts across multiple channels and multiple accounts, simultaneously, while also previewing them on different devices and checking them out on a content calendar for a 360-degree view of all your posts Streamlined approval process by using the approval-rejection feature that ensures the right and correct content goes live on social media channels, facilitating easy collaboration between brands, agencies, and teams for the right representation of the brand Creative Asset Library that helps you Pre-save all your content, including text and media. You can easily pick them up for publishing and scheduling, giving your design and content teams the flexibility to plan and execute your campaigns and festivals.

Send Csat-Customer Satisfaction Surveys that are linked to your customer care module and learn from your customers about the agent's performance that help you determine If your customers are really satisfied This of course links back to Social Listening that helps you get the best ideas from those who matter the most—your customers. Analyze all insights in unified dashboards with classifications created for social listening. Expand your market research capabilities to keep track of your brand, test your ideas, or get a gut check with your target audience. Share learning across your organization

Create customized dashboards for various stakeholders by simply dragging and dropping charts from the chart library or charts created from BI tools. You can also bring in your external data sources to create dashboards. Create your own charts of any type using advanced features such as pivoting, and defining your own filters, columns, dimensions, and measures, which are completely tailored to your needs Flexible reporting with shareable and collaborative dashboards and charts with the ability to add your own notes or inferences. You won't find the need to download data in excel spreadsheets or make ppts. Save time and share live dashboards. Create your own themes to match your brand colors. Or define chart colors to match the brand and competition. Use various color palettes to make visually stunning dashboards

Ensure you are aware of any impending crisis that could affect your brand by using keywords, hashtags, and other parameters such as follower count, to monitor situations that can lead to crisis. Once you have defined the parameters to identify crises, you will get real-time alerts based on these. You can ensure that you don't miss out on these notifications by choosing to be alerted on mobile apps and/or email. Take action by preparing a crisis management and mitigation plan. Look at analytics and data and respond to queries in real-time and use workflows to enhance their productivity and TATs. To counter crises, identify and mobilize influencers.