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Customer Service

React in real-time to acquire new customers, reduce churn, and optimise service workflow

BrandsEye Customer Service helps you to react to opportunities, risks, and service requests in real-time. The solution uses the Risk, Purchase, Cancel and Service tags to optimise and prioritise the customer care workflow.

Tags
 
 
Risk
 
 
Purchase
 
 
Cancel
 
 
Service
Sampling
  Representative sample
  Unsampled
Tools
 Analyse
 Engage
Tags
 
Risk
 
Purchase
 
Cancel
 
Service
Sampling
Representative sample Unsampled
Tools
Analyse Engage

A powerful social customer service platform

The Customer Service solution processes all of your conversation data. Our social customer care platform, Engage, is used to respond to your customers and our Analyse tool can be used to measure and report on the teams’ service performance.

Optimised workflow for better response rate and reduced cost-to-serve

We find your customers who need service first. Our proprietary prioritisation method allows your customer-facing agents to focus on serving the customer and not have to worry about finding the important tickets in a messy queue. This leads to improved response and resolution rates and a reduced cost-to-serve.

React in real-time to acquire new customers and reduce churn

No more missed sales and retention opportunities. Your service teams are able to react to opportunities, risks and customer service requests in real-time. This improves acquisition and retention rate, reducing the cost of winning or saving a customer and building brand loyalty with responsive and proactive service.

Unparalleled accuracy driven by human insights

Unlike our competitors, we don’t rely on keyword matching and follower counts to prioritise customer interactions. BrandsEye’s combination of AI and human intelligence enables a granular understanding of customer needs. All of your social media conversations are tagged by our Crowd of contributors, using human insight to assess its relevance, meaning, and priority level.

Tool

Engage

Engage is a social customer service platform for reacting to opportunities, risks and customer service requests in real-time. Based on our prioritisation of the most important conversations, Engage optimises your customer care workflow. Your customer-facing agents can now focus on serving customers without worrying about finding the important tickets in a messy queue.

Engage

One platform to respond to requests from multiple channels

One platform to respond to requests from multiple channels

  • Data is pre-screened and prioritised to reduce the load on your team
  • Direct message support for Facebook, Twitter and WhatsApp
  • Platforms supported: Facebook, Twitter and WhatsApp
  • Unlimited users and social handles

Optimised workflow for better response rate

Optimised workflow for better response rate

  • Personalise ticket feeds for specialised team members based on location, language or advanced custom searches
  • Upload handles of priority customers like premium members and ensure they are handled timeously
  • View customer history and read notes on previous customer interactions
  • Tickets are grouped by author

Benefits of BrandsEye

Benefits of BrandsEye

  • Tailored onboarding and dedicated support from a local team
  • Full access to BrandsEye Analyse - a powerful analytics platform
  • Human-verified prioritisation of all mentions requiring response
  • Pricing is dependent on the volumes of your inbound customer mentions

Case study

Retail bank optimises care team, improves service and reduces churn

Subscription-based businesses with high ARPU use our solution to deliver world-class customer service. One of Africa’s largest retail banks used our Customer Service solution to reduce the volume of tickets entering their customer care teams by 20% and in turn improved response rates by 15%. The bank used our prioritisation system to develop specialist units in its customer care teams. The unit responsible for retention and saving customers was able to reduce online churn threats by 40% in six months.

Find out how to drive acquisition
and increase retention

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