With Social Sentiment from Hold Free Networks, enterprises can build instant customer feedback screens into their mobile applications. As soon as a customer completes a call or a company engagement, he or she can provide instant feedback related to the experience through a popup screen on a mobile device.
Customers have the option to post their feedback on social networks or to route the feedback to the company for action. Through its engagement console, agents can track comments, provide responses, explain context and become aware of any service level thresholds or trends affecting the company.
“It's a way for companies to receive feedback from consumers. They can type in their feedback about the social interaction they just participated in,” explained Joe Katz, Hold-Free’s co-founder and chief marketing officer, to DestinationCRM.com.
“It's for companies that that have not yet figured out what their strategies will be. We're also looking at companies that have already been listening to social media.” Basically, the company controls its social media presence, choosing what gets posted to public sites and what gets rerouted back to the company.
Katz also points out that companies can read and react to customer sentiments before they become viral and negative for the company. “It’s about trying to give a sense of closure,” says Katz. “It’s positioned as an opportunity to be heard by the company in a more meaningful way.”
To use the Social Sentiment, companies will already need to have deployed a mobile app for customer service. The product is being offered under the SaaS (News - Alert) model and, although it is currently only offered as a single product, Hold Free expects to incorporate Social Sentiment into a larger suite of CRM solutions.
In a recent article in Customer Interaction Solutions magazine, Dave King, Executive VP of Confirmit (News - Alert) Mobile solutions, stated that mobile gives companies a dynamic and “sky’s the limit” customer feedback channel thanks to social media and solutions like Social Sentiment. “You cannot simply retrofit existing desktop surveys into mobile platforms and expect a good outcome,” King says.
“It is important to think of the mobile survey as a unique engagement event – or series of events – and find ways to make it enjoyable, fast and valuable to the consumer interacting with the survey on a smartphone (or other mobile device) at home, at work, or on the go.”
To find out more about Hold-Free Networks visit the company at ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world’s premiere communications and technology event. Visit Hold-Free in booth # 519. For more information on ITEXPO West 2012 click here.
Edited by Stefanie Mosca