Welcome!

News Feed Item

MediaFunnel Delivers Innovative Customizable Customer Service Quality Assurance Protocols to Empower Brand Advocates to Improve Their Customers' Experience in the Social Sphere

Manage Publishing, Engagement and Customer Service Quality Assurance in the Social Sphere; Monitor Activity, Interact with Customers and Ensure a Premium Brand Experience in a Comprehensive Range of Channels, Including Twitter, Facebook, LinkedIn, Wordpre

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.

(Logo:  http://photos.prnewswire.com/prnh/20121218/CG31200)

"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.

About MediaFunnel
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

SOURCE MediaFunnel

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Kubernetes, Docker and containers are changing the world, and how companies are deploying their software and running their infrastructure. With the shift in how applications are built and deployed, new challenges must be solved. In his session at @DevOpsSummit at19th Cloud Expo, Sebastian Scheele, co-founder of Loodse, will discuss the implications of containerized applications/infrastructures and their impact on the enterprise. In a real world example based on Kubernetes, he will show how to ...
Traditional on-premises data centers have long been the domain of modern data platforms like Apache Hadoop, meaning companies who build their business on public cloud were challenged to run Big Data processing and analytics at scale. But recent advancements in Hadoop performance, security, and most importantly cloud-native integrations, are giving organizations the ability to truly gain value from all their data. In his session at 19th Cloud Expo, David Tishgart, Director of Product Marketing ...
SYS-CON Events announced today Telecom Reseller has been named “Media Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. 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.
As the world moves toward more DevOps and Microservices, application deployment to the cloud ought to become a lot simpler. The Microservices architecture, which is the basis of many new age distributed systems such as OpenStack, NetFlix and so on, is at the heart of Cloud Foundry - a complete developer-oriented Platform as a Service (PaaS) that is IaaS agnostic and supports vCloud, OpenStack and AWS. Serverless computing is revolutionizing computing. In his session at 19th Cloud Expo, Raghav...
Aspose.Total for .NET is the most complete package of all file format APIs for .NET as offered by Aspose. It empowers developers to create, edit, render, print and convert between a wide range of popular document formats within any .NET, C#, ASP.NET and VB.NET applications. Aspose compiles all .NET APIs on a daily basis to ensure that it contains the most up to date versions of each of Aspose .NET APIs. If a new .NET API or a new version of existing APIs is released during the subscription peri...
SYS-CON Events announced today that StarNet Communications will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. StarNet Communications’ FastX is the industry first cloud-based remote X Windows emulator. Using standard Web browsers (FireFox, Chrome, Safari, etc.) users from around the world gain highly secure access to applications and data hosted on Linux-based servers in a central data center. ...
Smart Cities are here to stay, but for their promise to be delivered, the data they produce must not be put in new siloes. In his session at @ThingsExpo, Mathias Herberts, Co-founder and CTO of Cityzen Data, will deep dive into best practices that will ensure a successful smart city journey.
DevOps at Cloud Expo, taking place Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long dev...
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
StarNet Communications Corp has announced the addition of three Secure Remote Desktop modules to its flagship X-Win32 PC X server. The new modules enable X-Win32 to safely tunnel the remote desktops from Linux and Unix servers to the user’s PC over encrypted SSH. Traditionally, users of PC X servers deploy the XDMCP protocol to display remote desktop environments such as the Gnome and KDE desktops on Linux servers and the CDE environment on Solaris Unix machines. XDMCP is used primarily on comp...
There is growing need for data-driven applications and the need for digital platforms to build these apps. In his session at 19th Cloud Expo, Muddu Sudhakar, VP and GM of Security & IoT at Splunk, will cover different PaaS solutions and Big Data platforms that are available to build applications. In addition, AI and machine learning are creating new requirements that developers need in the building of next-gen apps. The next-generation digital platforms have some of the past platform needs a...
DevOps at Cloud Expo – being held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real results. Am...
Using new techniques of information modeling, indexing, and processing, new cloud-based systems can support cloud-based workloads previously not possible for high-throughput insurance, banking, and case-based applications. In his session at 18th Cloud Expo, John Newton, CTO, Founder and Chairman of Alfresco, described how to scale cloud-based content management repositories to store, manage, and retrieve billions of documents and related information with fast and linear scalability. He addres...
Fact: storage performance problems have only gotten more complicated, as applications not only have become largely virtualized, but also have moved to cloud-based infrastructures. Storage performance in virtualized environments isn’t just about IOPS anymore. Instead, you need to guarantee performance for individual VMs, helping applications maintain performance as the number of VMs continues to go up in real time. In his session at Cloud Expo, Dhiraj Sehgal, Product and Marketing at Tintri, wil...
SYS-CON Events announced today that eCube Systems, a leading provider of middleware modernization, integration, and management solutions, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. eCube Systems offers a family of middleware evolution products and services that maximize return on technology investment by leveraging existing technical equity to meet evolving business needs. ...