You should! After all, it has become a popular place for customers to talk about your products and services. Customers participate in social media through websites like Twitter, YouTube, Facebook, and LinkedIn to get and give information and opinions on everything from sporting events to politics—they also talk about products, services, and brands they’ve done business with or are thinking about doing business with. It gives access to real customer insight. Service cloud monitor provides insight you can, and should use to your advantage.
How Does Social Cloud Monitoring Work?
With RightNow Cloud Monitor, you can follow discussions that concern your organization on social networking sites and determine appropriate next steps based on the information gathered, such as reaching out proactively or creating a support incident to solve a customer’s problems. RightNow’s enterprise cloud-computing CX solution gives your customers choice in how and where they want to communicate, and also ensures you deliver proactive and personalized customer experience across all channels. Your customers expect it.
Join the Conversation With An Enterprise Cloud-computing CX Solution
As part of RightNow’s enterprise cloud-computing CX solution, its patented SmartSense emotion detection capability identifies customer sentiment from the search results and can immediately and automatically trigger an action or event, so you can focus and prioritize on the most important postings. For example, based on a customer tweet, RightNow's service cloud monitor Smart Assistant can suggest possible solutions and the agent can pick the most appropriate answer and tweet back within the agent desktop with a link to the knowledgebase.
Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
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Flash Demo: RightNow Cloud Monitor Flash Demo
View this demo to see how RightNow Cloud Monitor can help your organization follow relevant discussions in the social cloud and determine actionable next steps to address your customer’s needs.
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Data Sheet: RightNow Cloud Monitor
RightNow Cloud Monitor lets your organization follow relevant, real-time discussions related to your products and services that are occurring in the social web.
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White Paper: Customer Service Meets Social Media: Best Practices for Engagement
As big a game changer as social media is, all the basics for providing service still apply. You’ll have to adapt to not owning the channels you use for service and redefine your guidelines for engagement.
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Video: Outservicing the Competition with RightNow CX Video
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