In today’s world your teams can’t work in silos, they can’t be using different tools, you cannot afford to give a broken experience to your customers. You need a unified solution to bring a unified experience and make your customers happier. It starts with listening to your customers and from all possible channels. If they are voicing opinions on social media, publicly or privately or they are wri
ting blogs about you or going to consumer forums or sites like Quora and Reddit. Social Listening enables you to learn from your customers and online reputation management and workflow tools help you engage with them and respond to them. You need all this in one unified platform. This cannot be separated from each other. At the same time, you need to learn from these insights and then work on your communication on social media channels. Learn from your competition and understand what is working for them and what is working against them. You need to constantly measure and improve your responses and turnaround times. Build a feedback loop with Customer Satisfaction Surveys that are linked to your ORM and set SLAs and measure them. Set crisis alerts if something goes wrong and take immediate action on them. So if you are still using multiple systems to achieve this then you are bound to give a broken experience to your customers. This system was built to solve this problem and we did this by closely working with industry experts. Happy to answer any of your queries if you are facing challenges in building a customer-centric brand.
