|By PR Newswire||
|December 18, 2012 04:05 AM EST||
SAN FRANCISCO, Dec. 18, 2012 /PRNewswire-iReach/ -- MediaFunnel, a social media management platform that offers an integrated combination of outbound publishing features and powerful audience engagement capabilities, today announced the release of innovative, customizable customer service quality assurance protocols designed to deliver the best possible brand experience to customers and prospects in the social channel.
"At MediaFunnel we designed our product with our customers' customers in mind. We recognize that the social channel is growing and evolving quickly and dramatically, and that our customers' customers now consider social media a brand portal that extends to customer service," said Andreas Wilkens, CEO and co-founder of MediaFunnel. "Because the social channel's influence on the customer service experience is significantly increasing, we believe that it's critical to provide our customers with the tools they need to deliver against these expectations. And, by delivering better customer service in the social sphere, retention and lifetime value improves." Wilkens adds, "At the end of the day, we know that this is what matters to our customers."
According to a recent survey from social media research firm NM Incite, consumers seeking customer service via social media channels – or "social care" – have very high expectations. They expect a response from the company the same day – and they expect their problem to be resolved.
Nearly half of social media users have sought customer service via social channels, and 71% of those who have a positive experience are likely to recommend the brand or company, compared with just 19% of those who get no response. That's a lot of potential reward for having a good social care program – and a big risk for companies with poor social care.
MediaFunnel addresses the three key areas that drive the quality of the overall brand experience in the social sphere: outbound communication, audience engagement and premium customer service throughout all social touch points.
In addition to MediaFunnel's fully featured publishing and engagement tools, the ability to create customizable user roles and capabilities at a granular level ensures that only authorized personnel are responding to customer inquiries and comments in the social sphere. And, establishing a customizable review workflow protects safeguards and approval processes.
The customer service ticketing workflow tool provides the ability to capture, route and track inbound communication until resolution is achieved. The tracking system maintains a communication log that provides brand advocates with access to the entire communication string in the social sphere. Administrators can assign tickets to specific personnel who are best equipped to handle incoming inquiries. Timely response and comprehensive resolution to inbound communication improves the overall brand experience, and an improved brand experience translates into better customer retention and lifetime value.
MediaFunnel is a social media management platform that offers an integrated combination of outbound publishing features and powerful engagement capabilities that empower brand advocates to deliver the best possible service to prospects through the social channel. The solution monitors cross-network social activity, supports two-way conversations with community members in real-time, and maintains control of customer touch points throughout the social sphere. Elegantly designed with simplicity in mind, MediaFunnel delivers an agile and scalable solution suited to emerging and established brands. We strive to provide the most powerful, well-designed and simplest social media management and brand protection tools to our customers so that they can in turn translate a better brand experience within the social channel into improved customer retention and lifetime value. For more information about MediaFunnel, visit www.mediafunnel.com
Media Contact: David Libby Libby Communications, 415-518-6611, [email protected]
News distributed by PR Newswire iReach: https://ireach.prnewswire.com
SYS-CON Events announced today that Loom Systems will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 2015, Loom Systems delivers an advanced AI solution to predict and prevent problems in the digital business. Loom stands alone in the industry as an AI analysis platform requiring no prior math knowledge from operators, leveraging the existing staff to succeed in the digital era. With offices in S...
Mar. 23, 2017 08:15 PM EDT Reads: 610
With billions of sensors deployed worldwide, the amount of machine-generated data will soon exceed what our networks can handle. But consumers and businesses will expect seamless experiences and real-time responsiveness. What does this mean for IoT devices and the infrastructure that supports them? More of the data will need to be handled at - or closer to - the devices themselves.
Mar. 23, 2017 07:15 PM EDT Reads: 4,254
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
Mar. 23, 2017 06:00 PM EDT Reads: 1,269
My team embarked on building a data lake for our sales and marketing data to better understand customer journeys. This required building a hybrid data pipeline to connect our cloud CRM with the new Hadoop Data Lake. One challenge is that IT was not in a position to provide support until we proved value and marketing did not have the experience, so we embarked on the journey ourselves within the product marketing team for our line of business within Progress. In his session at @BigDataExpo, Sum...
Mar. 23, 2017 04:15 PM EDT Reads: 2,432
The taxi industry never saw Uber coming. Startups are a threat to incumbents like never before, and a major enabler for startups is that they are instantly “cloud ready.” If innovation moves at the pace of IT, then your company is in trouble. Why? Because your data center will not keep up with frenetic pace AWS, Microsoft and Google are rolling out new capabilities In his session at 20th Cloud Expo, Don Browning, VP of Cloud Architecture at Turner, will posit that disruption is inevitable for c...
Mar. 23, 2017 03:45 PM EDT Reads: 1,744
SYS-CON Events announced today that Telecom Reseller has been named “Media Sponsor” of SYS-CON's 20th International Cloud Expo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.
Mar. 23, 2017 03:30 PM EDT Reads: 1,693
SYS-CON Events announced today that Ocean9will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Ocean9 provides cloud services for Backup, Disaster Recovery (DRaaS) and instant Innovation, and redefines enterprise infrastructure with its cloud native subscription offerings for mission critical SAP workloads.
Mar. 23, 2017 03:30 PM EDT Reads: 1,583
Providing the needed data for application development and testing is a huge headache for most organizations. The problems are often the same across companies - speed, quality, cost, and control. Provisioning data can take days or weeks, every time a refresh is required. Using dummy data leads to quality problems. Creating physical copies of large data sets and sending them to distributed teams of developers eats up expensive storage and bandwidth resources. And, all of these copies proliferating...
Mar. 23, 2017 03:00 PM EDT Reads: 6,186
In recent years, containers have taken the world by storm. Companies of all sizes and industries have realized the massive benefits of containers, such as unprecedented mobility, higher hardware utilization, and increased flexibility and agility; however, many containers today are non-persistent. Containers without persistence miss out on many benefits, and in many cases simply pass the responsibility of persistence onto other infrastructure, adding additional complexity.
Mar. 23, 2017 02:30 PM EDT Reads: 4,071
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
Mar. 23, 2017 02:30 PM EDT Reads: 1,442
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm. In his Day 3 Keynote at 20th Cloud Expo, Chris Brown, a Solutions Marketing Manager at Nutanix, will explore t...
Mar. 23, 2017 02:30 PM EDT Reads: 2,365
SYS-CON Events announced today that CA Technologies has been named “Platinum Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY, and the 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. From ...
Mar. 23, 2017 02:15 PM EDT Reads: 1,175
Pentaho has announced orchestration capabilities that streamline the entire machine learning workflow and enable teams of data scientists, engineers and analysts to train, tune, test and deploy predictive models. Pentaho’s Data Integration and analytics platform ends the ‘gridlock’ associated with machine learning by enabling smooth team collaboration, maximizing limited data science resources and putting predictive models to work on big data faster – regardless of use case, industry, or languag...
Mar. 23, 2017 01:00 PM EDT Reads: 2,114
SYS-CON Events announced today that T-Mobile will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on ...
Mar. 23, 2017 12:45 PM EDT Reads: 1,676
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor - all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
Mar. 23, 2017 12:30 PM EDT Reads: 1,154