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Respond Social Media - Universal Inbox
With Respond’s new social engagement platform, you will be able to monitor all mentions, posts and messages you receive through Twitter and Facebook.
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At management level, you may only see those complaints which are escalated. It is probable that the front-line people receive and often resolve many more similar problems on first contact. Whist this is good, you are missing out on all the priceless feedback your customers are giving you for free.
Social media channels such as Twitter and Facebook are fast becoming the first point of contact for consumers who have a complaint. Very often customers are guaranteed a rapid response compared to using call centres or email. It makes sense therefore for customer experience managers to be able to monitor and manage all feedback, including social media, via one platform. This is precisely what Aptean’s Respond aims to achieve.
Do you use Excel to do your accounts or a CRM system to manage complaints?
Or perhaps you develop your own systems?
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Cirrus TechVue has been in business since the early nineteen eighties. We are an SME with an exemplary track record in introducing new technology to South Africa and implementing enterprise scale solutions in some of South Africa’s largest organisations and regulator bodies, such as Telkom, ABSA and SASOL, Old Mutual Insure, Pension Funds Adjudicator, to name a few.