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Engage121 Adds Customer Care; Further Enhancing Their Social Customer Service Capabilities(May 24, 2012)
NORWALK, CT -- (Marketwire) -- 05/24/12 -- On the heels of being named one of Gartner Research's "Cool Vendors in CRM Customer Service and Social, 2012," Engage121, Inc. announces the release of a major enhancement to its social media management software. As of today, Engage121 launches a new Customer Care module that fully supports its clients' delivery of customer service through social media.
"Our new 'Customer Care' capabilities were developed in collaboration with our global clients who have expressed a desire to standardize their online customer service on the Engage121 application," said Jon Victor, CEO of Engage121, Inc. "This, our latest product upgrade, delivers a comprehensive package of social CRM functions that meet the specifications of diverse, multi-national companies that need to adapt their customer service to the demands of real-time social media interactions."
Engage121's Customer Care helps clients achieve a higher level of client service satisfaction, more efficiently, with game-changing features like:
- The Broadest Range of Content
Building a great Customer Care capability begins with capturing the broadest range of customer conversations in social media. Engage121 aggregates content from all channels where your customers are speaking, including social platforms, blogs, RSS feeds, over forty rating and review sites and more, delivering one of the most comprehensive socially powered Customer Care capabilities available today.
- Case Creation
The Engage121 case creation feature gives your organization the ability to capture customer concerns in real-time, allowing you to provide immediate response service to your customers. Once a customer care issue has been identified, one click develops a case name, subject and customer identity.
Included: A fully customizable Facebook application that (i) captures and integrates your customer conversations directly into Engage121, (ii) communicates with your customer through native Facebook functionality, enables peer-to-peer assistance through Facebook comments, and (iv) provides you a measure of the key issues affecting your customer base.
- Case Management
Engage121 provides a dedicated Customer Care dashboard that enables comprehensive case management across time zones, product teams and user permissions.
- Permissions Management
Engage121 furthers your ability to manage social Customer Care by assigning specific permissions to your users. This provides better management controls over compliance guidelines for staff, when engaging with customers.
- Case Reporting
No Customer Care application would be complete without the ability to report and measure the key metrics of your efforts. Engage121 makes it possible to review and assess your social customer service efforts, both on a user basis and in the aggregate.
"Every comment, complaint and compliment posted through the social media is an opportunity for the company to connect positively with an individual customer and a wider web audience," says Victor. "To us, it simply makes sense to take customer service to customers where they live -- by giving our clients a social media-enabled CRM application that builds upon their existing Facebook presence."
For more than a decade, Engage121, Inc. has been working with global brands and organizations with multiple locations to address their communications needs, developing a reputation for thought leadership that prompted Gartner to state that, "Distributed sales organizations, including those in highly regulated industries like pharmaceuticals or financial services, may even find Engage121 functionality to be best in class." The Engage121 "Customer Care" module will be rolled out as a product upgrade for all clients. For more information, please contact www.engage121.com.
About Engage 121, Inc.
Founded in 1998, Engage121, Inc. offers the most comprehensive social media management application for global brands, agencies and organizations with local sales outlets. Its flagship product, Engage121, enables organizations to monitor, evaluate and respond in real time to social media activity across the widest range of platforms, including but not limited to Facebook, Twitter, and YouTube, as well as consumer review sites and blogs. Engage121 also allows content deployment in a centralized, controlled and compliant manner. For more than a decade, the company has provided a suite of media and communications services to over 1,000 businesses and organizations and brings this wealth of experience to its social media clients. For more information, please visit www.engage121.com.
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