Social Dynamx recently unveiled the Social Dynamx solution, which is the first purpose-built social customer care platform that has scale in mind. This innovative solution has been specifically designed to enable both large enterprises and customer contact centers to single out, prioritize and analyze millions of one-on-one social conversations.
In a release, Michael Maoz, vice president and distinguished analyst for Customer Strategies research at Gartner said, “No social enterprise transformation strategy can succeed unless Customer Service plays a central role. Current structures are inadequate. The challenge for senior management is to engineer the necessary process and technology changes that will allow customer service to evolve to embrace social trends.”
He added, “New concepts of recruitment, measurement and outcomes are necessary to allow for the increased agent participation in social media. When this happens, and the right supporting technology is deployed, businesses will see increased customer engagement and higher overall customer success.”
The digital world finds consumers from every corner of the globe voicing their opinion and broadcasting their views in real time to millions of people across the world. The Social Dynamx solution has the ability to pick out relevant conversations and then go on to group them and send them across to the relevant company service agents who will take the required action. The solution will also be responsible for tracking and analyzing results according to the specific service level agreements (SLAs) for each contact center,
Based on current numbers, stats reveal that over 70 percent of tweets that companies receive do not get a reply and only 5 percent of Facebook wall posts on company pages get a reply. One of the biggest reasons for this lack of response is that most organizations do not have the tools that can scale large numbers to address the needs of big corporations.
Mike Betzer, CEO of Social Dynamx said, “Much like the 1-800 number revolutionized customer service channels 20 years ago, Social Dynamx is redefining social customer care. Our platform was built by industry-recognized leaders in customer service and social innovation to transform how companies build relationships with their customers in high volume environments.”
Some of the key platform highlights include SLA-driven analytics; advanced conversation management; role-specific interface for agents, supervisors and managers; automated prioritization and matching; enterprise-scale workflows across distributed teams; Pre-built enterprise ecosystem integrations (CRM, Listening and Knowledge) and continuous self-learning. The Social Dynamx platform is currently available and is being priced on a monthly basis so that businesses can try out the platform and analyze the results of the service.