Attensity Respond is an enterprise-class multi-channel solution that operationalizes social media engagement at scale. Respond uses the power of natural language processing to uncover cries for help, product suggestions, potential sales leads, and beyond. Our advanced business rules engine allows Attensity to rapidly adapt to your processes, even as those processes evolve and change. Attensity provides a smarter working environment for agents with reminders, notes, tags and more to track information across tickets. Respond’s true ticketing and conversation threading is built for multi-channel communication, where agents can start a response on Twitter, move to a DM exchange, to email, and finally resolve the message publicly back on Twitter. Agents can send out automated responses with customizable templates. Supervisors use the compliance module to audit responses and keep track of what goes outbound. They can also set up review queues for training, escalations, alerts, or watch high priority queues. Performance management reports help managers evaluate metrics like time to resolution, number of messages handled per agent to better plan responses and establish SLAs/policies across channels. The analytics module helps organizations understand churn, net promoter scores, satisfaction numbers, top themes, complaints and more to strengthen relationships with their customers.
Attensity Analyze complements Respond and is the most comprehensive, accurate and real-time solution for understanding multi-channel customer conversations. Attensity transforms the text in social media, e-mails, surveys, CRM and call center notes, and more into actionable insights, such as intent-to-buy, intent-to-churn, cries for help, top issues. Attensity delivers unparalleled accuracy in identifying in-depth customer complaints and issues, providing you with data you can trust to drive business decisions and actions. Attensity Analyze provides multiple use cases for insights into your product launch, customer care, competitive intelligence, and brand to help characterize buyers, identify areas of risk and opportunity, follow advertising impact, and discover competitive threats. Customers track the impact of marketing and customer service efforts over time and effectively make changes based on issues, intent and expectations.
NICE. Just won another loyal customer b/c of @Attensity; they make it easy to find questions and suggestions from our customers on Twitter.— Colin Burns (@TheCBurns) August 24, 2012
Another day made easier finding and helping customers by using @attensity !— John Knight (@jnoche) August 24, 2012
Content courtesy of Attensity, all rights reserved.