Selfridges has selected Synthesio to enhance customer experience.
As part of the pact, Selfridges will use Synthesio’s listening and engagement platform to improve customer relations and gather valuable consumer insights
Officials with Synthesio said that the company’s software monitors and evaluates online conversations across social media platforms, review sites, forums, blogs and the comment sections of newspapers, in 50 languages and 200 countries.
Thanks to the Synthesio’s listening and engagement platform, Selfridges will now be able to monitor and analyze customer comments online on a global basis, including key Asian social networks like Sina Weibo. Besides this, Selfridges’ marketing and customer service teams will also be able to respond efficiently to customer queries, engage with customers and analyze their online and offline experiences with Selfridges.
The agreement with Selfridges follows Synthesio securing a similar brief with Virgin Atlantic last month.
“We are continually striving to provide the best possible service to our customers. By using Synthesio’s platform we will be able to provide even better care online and gain valuable insights that will help us better understand the online and offline experiences of our customers,” said Claire Higgins, head of digital marketing at Selfridges, in a statement.
Loic Moisand, founder and CEO of Synthesio, said that the company is pleased to start working with such an iconic brand like Selfridges, and the company looks forward to helping them continue their great work of delighting their customers.
Moisand said that this project is another great example of integrated Listening and Engagement, which is becoming the de-facto strategy for mature brands.
Earlier in June, Virgin Atlantic announced that it has chosen software from enterprise listening technology company Synthesio to listen to and engage with customers on social media.
Using Synthesio’s platform, Virgin Atlantic will be able to better understand the customer experience via analysis of customer comments across the web. Virgin will be able to quickly take action on the insights gained and respond in real-time to customers requiring support on platforms such as Twitter and Facebook.
Synthesio’s software monitors and evaluates online conversations across social media platforms, review sites, forums, blogs and the comment sections of newspapers, in 50 languages and 192 countries.