Improve engagement & brand image with social listening tools
Knowing what customers, competitors and the industry are saying about you is powerful insight. So, being able to pick up and respond to either positive or negative comments puts you in control.
Eckoh’s Social Agent lets you see all your profiles in one central console so you can see the bigger picture which is vital when there are so many social media channels available. You’ll be able to see every Social Media mention, posting on a blog or forum and news items so you can respond or archive depending on the parameters you’ve set.
Working with Eckoh
With Eckoh’s Social Agent supports more than 160 languages. Customised smart folders and routing ensure your customers are served wherever they are and in whatever language they speak.
Social Agent monitors the Social Web and imports and analyses data from all Social Media sites, including Twitter, Facebook, Facebook Messenger, Instagram, LinkedIn, and more. Listen on review sites too such as Yelp and TripAdvisor, blogs, forums, and news sites.
How we helped 1st Central
As we continued to grow, our contact centre was experiencing increasing pressure to provide our usual high quality customer service. We looked to technology for the answer and chose Eckoh because of the breadth of their solutions and ease of delivery through the Eckoh Experience Portal.
Here's the benefits
- Manage Social Media channels and WhatsApp more effectively — in one place
- Impress customers with lightning-fast responses
- Improve service levels and demonstrate you're accessible and you care
- Quickly turn around poor perceptions
- Monitor every mention made about you, or to you, and your competitors too
Managing Social Media
Social Media is the customer’s voice and your agents’ ears. But are you able to tame this powerful engagement channel - rather than letting it spin out of control? Now it's possible. Read the blog ‘Social Media – how to tame the monster’
PODCAST: Customer Engagement
Customer engagement has always been important for attracting and retaining customers so why not take a break for just six minutes and hear how omnichannel solutions can really help you achieve all this.
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