Social Media and Omnichannel
Data-based insights for better experiences
The explosion of social media and mobile data access has disrupted customer experience management paradigms. To meet the demands of today’s consumers, omnichannel strategies that leverage multiple communication platforms are essential. But offering multiple options isn’t enough. Customers expect communications to be on their preferred terms – and those preferences vary widely across different segments.
Through our affiliate company Telvista, we offer Social Media and Omnichannel solutions that accommodate customers ranging from tech-savvy millennials accustomed to mobile apps to traditional boomers who still expect to speak to a human. By leveraging social media sentiment analysis, we glean critical insight into a consumer’s intention to buy or use – or abandon – a service. Based on this insight, we develop metrics to inform actions that enable a seamless experience between digital and traditional channels and enhance customer satisfaction and loyalty.