December 19, 2012
MediaFunnel Enhances Customer Service to Deliver Brand Experience to Customers
By Tabitha Naylor
Designed to deliver the best possible brand experience to customers and prospects in the social channel, social media management platform, MediaFunnel, announced the release of innovative, customizable customer service quality assurance protocols earlier today.
MediaFunnel offers an integrated combination of outbound publishing features and powerful audience engagement capabilities.
"At MediaFunnel we designed our product with our customers' customers in mind. We recognize that social channel is growing and evolving quickly and dramatically, and our customers' customers now consider social media a brand portal that extends to customer service," said Andreas Wilkens , CEO and cofounder of MediaFunnel.
The company believes it is critical to provide its customers with the tools they need to deliver against certain expectations, as the social channel's influence on the customer service experience is significantly increasing.
Retention and lifetime value improves by delivering better customer service in the social sphere. The company realizes that in the end, this is what matters to its customers.
Social media research firm NM Incite reported in one its recent surveys that consumers who seek customer service through social media channels or social care have very high expectations. They expect their query will be responded to on the same day, and expect their problem to be resolved quickly.
Customer service via social channels has been sought by nearly half of social media users, and compared to just 19 percent who get no response, 71 percent of those who have a positive experience are likely to recommend the brand or company.
For having a good social care program, that’s a lot of potential reward, but for companies with poor social care, it’s a big risk.
In the social sphere, three key areas that drive the quality of the overall brand experience are addressed by MediaFunnel. These include outbound communication, audience engagement and premium customer service throughout all social touch points.
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Edited by Braden Becker