Leader and creator of the experience management category, Qualtrics is introducing Qualtrics Social Connect, a new digital customer service and social listening solution that enables contact centre, marketing and CX teams to capture, analyse and respond to customer service requests through chat, email and social media.
Qualtrics Social Connect helps social and digital support teams achieve higher customer satisfaction, fewer repeat contacts, and more case resolutions in less time with a single unified inbox, automated chat responses, and insight into the social trends and real-time customer sentiment, intent and emotions through XM Discover natural language understanding capabilities.
Service teams can use Qualtrics Social Connect to generate automated responses to common questions and when a personal response is required, it automatically categorises and tags chat topics to intelligently route them to the correct support agents.
Conversations are organised from multiple services like WhatsApp, Instagram, Facebook, Live Chat and SMS, into a single, organised inbox, making it easy for customer service agents and social teams to manage each inquiry and respond to more customers.
Qualtrics Social Connect integrates with XM Discover to surface insights and patterns hidden within huge volumes of voice and text conversations. The combination of Qualtrics Social Connect and XM Discover enables organisations to spot and respond to potential product issues, consumer trends, changes in brand awareness, or changing competitive influences online by analysing direct messages, reviews and social media interactions alongside social data like mentions, keywords, engagement, reach, and comments.
“Businesses that fail to connect and build relationships with their customers over digital and social channels risk massive losses in customer loyalty and revenue,” Qualtrics Customer Care head of product, Fabrice Martin said.
“Qualtrics Social Connect helps companies meet their customers where they are, understand their expectations and deliver digital customer experiences that build loyalty and trust, while avoiding costly escalations to their contact centers.”