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SOLUTION POINT OF VIEW

OUR AGENTSOur trained agents engage with your customers who post negative comments about your brand, following resolution and escalation rules that you establish with us during the implementation process. Our contact centre team can quickly reach out to respond, making things right for an unhappy customer, or thanking someone for calling out a service they loved at your location. When necessary, based on escalation rules, we can channel posts into your private customer relations system.

See your brand through your customers’ eyes, listen to what they’re saying, and respond

Respond to negative posts that may impact your brand.

COMPANIES ARE BECOMING ACUTELY AWARE OF JUST HOW damaging negative commentary on social media can be. Social media has given consumers a whole new way to interact with the brands they love—

and a forum to complain when brands disappoint. But what many companies have learned is just how powerful connecting one-on-one with customers can be.

Social monitoring is a contact centre service from Market Force Information® to constantly scour all social media sites for mentions of your brand, including on Facebook, Twitter, Tumblr, Instagram, Bitly, Google+, Flickr, Reddit, Topix, videos, blogs, message boards, and more.

Social Monitoring

2Copyright © 2017 Market Force Information LLC. All other trademarks are the property of their respective holders. 171213

SOLUTION POINT OF VIEW

Protect your brand’s reputation. Delight customers. Make more money.

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Social Monitoring: Respond to negative posts that may impact your brand.

TECHNOLOGY PLATFORMYou can see social monitoring data alongside all other customer experience data in our KnowledgeForce® technology platform. Through KnowledgeForce, you can also look at social media in tandem with other relevant performance data, including customer satisfaction survey results, contact centre comments and complaints, mystery shop scores, on-site audit results and financial performance data. Additional data, including other social media data, can also be integrated from sources you may already be using.

Already have social media data that you would like to visualize within KnowledgeForce? Not a problem.

KnowledgeForce can be your central repository for all things location level performance-related.

For more information on social monitoring from Market Force, please contact us at 01908 328 008.