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
Cloud promises the agility required by today’s digital businesses. As organizations adopt cloud based infrastructures and services, their IT resources become increasingly dynamic and hybrid in nature. Managing these require modern IT operations and tools. In his session at 20th Cloud Expo, Raj Sundaram, Senior Principal Product Manager at CA Technologies, will discuss how to modernize your IT operations in order to proactively manage your hybrid cloud and IT environments. He will be sharing bes...
Artificial intelligence, machine learning, neural networks. We’re in the midst of a wave of excitement around AI such as hasn’t been seen for a few decades. But those previous periods of inflated expectations led to troughs of disappointment. Will this time be different? Most likely. Applications of AI such as predictive analytics are already decreasing costs and improving reliability of industrial machinery. Furthermore, the funding and research going into AI now comes from a wide range of com...
SYS-CON Events announced today that GrapeUp, the leading provider of rapid product development at the speed of business, will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Grape Up is a software company, specialized in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market acr...
In this presentation, Striim CTO and founder Steve Wilkes will discuss practical strategies for counteracting fraud and cyberattacks by leveraging real-time streaming analytics. In his session at @ThingsExpo, Steve Wilkes, Founder and Chief Technology Officer at Striim, will provide a detailed look into leveraging streaming data management to correlate events in real time, and identify potential breaches across IoT and non-IoT systems throughout the enterprise. Strategies for processing massive ...
Internet of @ThingsExpo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 21st Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devic...
SYS-CON Events announced today that Ayehu will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on October 31 - November 2, 2017 at the Santa Clara Convention Center in Santa Clara California. Ayehu provides IT Process Automation & Orchestration solutions for IT and Security professionals to identify and resolve critical incidents and enable rapid containment, eradication, and recovery from cyber security breaches. Ayehu provides customers greater control over IT infras...
You know you need the cloud, but you’re hesitant to simply dump everything at Amazon since you know that not all workloads are suitable for cloud. You know that you want the kind of ease of use and scalability that you get with public cloud, but your applications are architected in a way that makes the public cloud a non-starter. You’re looking at private cloud solutions based on hyperconverged infrastructure, but you’re concerned with the limits inherent in those technologies.
SYS-CON Events announced today that MobiDev, a client-oriented software development company, will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. MobiDev is a software company that develops and delivers turn-key mobile apps, websites, web services, and complex software systems for startups and enterprises. Since 2009 it has grown from a small group of passionate engineers and business...
Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more business becomes digital the more stakeholders are interested in this data including how it relates to business. Some of these people have never used a monitoring tool before. They have a question on their mind like “How is my application doing” but no id...
What's the role of an IT self-service portal when you get to continuous delivery and Infrastructure as Code? This general session showed how to create the continuous delivery culture and eight accelerators for leading the change. Don Demcsak is a DevOps and Cloud Native Modernization Principal for Dell EMC based out of New Jersey. He is a former, long time, Microsoft Most Valuable Professional, specializing in building and architecting Application Delivery Pipelines for hybrid legacy, and cloud ...
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend 21st Cloud Expo October 31 - November 2, 2017, at the Santa Clara Convention Center, CA, and June 12-14, 2018, at the Javits Center in New York City, NY, and learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.
21st International Cloud Expo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Me...
Join us at Cloud Expo June 6-8 to find out how to securely connect your cloud app to any cloud or on-premises data source – without complex firewall changes. More users are demanding access to on-premises data from their cloud applications. It’s no longer a “nice-to-have” but an important differentiator that drives competitive advantages. It’s the new “must have” in the hybrid era. Users want capabilities that give them a unified view of the data to get closer to customers and grow business. The...
"We focus on composable infrastructure. Composable infrastructure has been named by companies like Gartner as the evolution of the IT infrastructure where everything is now driven by software," explained Bruno Andrade, CEO and Founder of HTBase, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
SYS-CON Events announced today that Cloud Academy named "Bronze Sponsor" of 21st International Cloud Expo which will take place October 31 - November 2, 2017 at the Santa Clara Convention Center in Santa Clara, CA. Cloud Academy is the industry’s most innovative, vendor-neutral cloud technology training platform. Cloud Academy provides continuous learning solutions for individuals and enterprise teams for Amazon Web Services, Microsoft Azure, Google Cloud Platform, and the most popular cloud com...