Qualtrics Launches Social Media Response Tool

Experience management platform Qualtrics has launched a solution called Qualtrics Social Connect, to enable contact center, marketing and CX teams to capture, analyze and respond to the millions of customer service requests they receive through chat, e-mail and social media.

Majority owned by SAP, Qualtrics provides solutions for clients to continually assess and improve the four 'core experiences' - CustomerXM, EmployeeXM, ProductXM and BrandXM. The new Qualtrics Social Connect provides a single unified inbox for understanding, segmenting and responding to everything customers are saying across social media, messaging apps, e-mail and text.

Features include intelligent routing and AI-powered self-service automations, designed to help service teams achieve higher customer satisfaction and NPS scores, fewer repeat contacts, and more case resolutions in less time. In addition, the tool provides insight into social media trends and real-time customer sentiment, intent and emotions through XM Discover natural language understanding capabilities. Service teams can use Social Connect to generate automated responses to common questions and when a personal response is required, it automatically categorizes and tags chat topics to route them to the correct support agents.

In addition, the solution organizes conversations from multiple services - like WhatsApp, Instagram, Facebook, Live Chat and SMS - into a single inbox, enabling customer service agents and social media teams to manage and respond to each inquiry. Fabrice Martin (pictured), Head of Product for Qualtrics Customer Care, comments: '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'.

Web site: www.qualtrics.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.