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Customer Service

Improve customer value, retention and acquisition with prioritised customer service

Customer service requests on digital channels like social media and chat have grown rapidly. This demands that businesses efficiently serve customers on digital channels or risk brand damage and increased churn rate. But not all the online conversation you receive requires your attention and response. BrandsEye solves the challenge of identifying and prioritising the most important customer interactions.

BrandsEye Customer Service is an actions and insights based solution, helping 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 customer care 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, improving the 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

Our solution finds the social media messages from the noise that require service and presents them in a prioritised way with unparalleled accuracy. BrandsEye’s combination of AI and human intelligence means that unlike our competitors, we’re not relying on simple keyword matching and follower counts to prioritise customer interactions. All of your social media conversations are tagged by our Crowd of human contributors, using human insight to assess its relevance, meaning and Risk, Purchase, Cancel, Service tags.

Tool

Engage

Engage is a social customer care platform used to react 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. This enables your customer-facing agents to focus on serving customers without worrying about finding the important tickets in a messy queue.

Screenshot for Engage

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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