Your customers are talking about you…are you listening?
With the recent release of Tracx Version 4.7, we’ve made it even easier to build and manage relationships with your consumers. By implementing the brand new Always-On Customer Care Dashboard, enterprises will never miss an opportunity to lend a helping hand to their customers in need again.
The new dashboard gives customer care teams the ability to do the following:
- Listen & Respond to Customers.
Now you can view live streams of customer comments, issues, and praises. The entire social ecosystem is brought together into one single stream, from which members of the customer care team can tag and flag content, gauge sentiment, and remove non-customer service messages. In terms of responding to customers, team members can now send and receive direct messages, keep track of ongoing conversations, and perform any of the team workflow tasks that have previously been available within Tracx.
- Measure Activity.
With the Tracx Closed Assignments Ticker, customer care professionals are now provided a measurement of response volume. The team can look at the current week’s volume in comparison to average weekly volume, as well as the current day’s volume against average daily volume. Further, a response rate feature monitors the average close time of issue-related content, in order to assess how quickly customer complaints are resolved.
- Gauge Customer Satisfaction.
Now sentiment can be used as an indicator of customer satisfaction. Layer positive, negative, and neutral sentiment onto one visual, and watch for sentiment trends and spikes to avoid costly missteps.
- Prioritize Efforts.
Now the most important posts are brought forward, and will never get lost in the shuffle. With live stream prioritization, your team can set priorities for the content that needs to be separated from the rest, and brought to the top of the list. The full activity stream is still kept active, allowing your team to keep an eye on all social conversations at once. Prioritize your content by negative sentiment, ongoing conversations, and high potential reach.
- Customize Activity Streams.
Now the information within each widget can be customized to suit your team’s needs. Position content by filters, owned & query material, teams, content type, priority, and more.
Tracx is redefining the social media listening industry. To learn more about Tracx, and the other updates available with version 4.7, register for a Product Tour below.