Cisco SocialMiner is a social media customer care solution that can help you proactively respond to customers and prospects communicating through public social media networks like Twitter, Facebook, or other public forums or blogging sites. By providing social media monitoring, queuing, and workflow to organize customer posts on social media networks and deliver them to your social media customer care team, your company can respond to customers in real time using the same social network they are using.
Cisco SocialMiner provides:
- The ability to configure multiple campaigns to search for customer postings on the public social web about your company's products, services, or area of expertise
- Filtering of social contacts based on preconfigured campaign filters to focus campaign searches
- Routing of social contacts to skilled customer care representatives in the contact center or to experts in the enterprise--multiple people can work together to handle responses to customer postings through shared work queues
- Detailed metrics for social media customer care activities, campaign reports, and team reports
With Cisco SocialMiner, your company can listen and respond to customer conversations originating in the social web. Being proactive can help your company enhance its service, improve customer loyalty, garner new customers, and protect your brand.