Identify key mentions, from key customers and key influencers. Use keyword tables to tag, prioritise and assign mentions to specific teams and agents.
Create time / day plans, distribution rules and overflow options to optimise the management of mentions across a virtual team of in-house and outsourced agents.
Ensure command and control with advanced security features, user-level permissions to control agent engagement and supervisor approval loops.
Manage the conversation across social media channels, email and web chat with full tracking and integration with CRM and contact centre software.
Create your own bespoke view of social insight. Choose from a range of ‘widgets’ to configure a real-time view of the key social media conversations.
Supervisors can track social activity in real time through the Data Overview. They can also review all completed tasks via a comprehensive Audit Trail.
A range of advanced KPIs is available to monitor the volume of social mentions, % of responses, average time to answer and average handle time.
Choose from a range of powerful reports, that cover both marketing-led social insight reports and customer service focused performance reports.
DigiDesk is fully responsive and transitions seamlessly across fixed and mobile devices
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