Welcome to DIGIDESK

Manage Brand Mentions across Multiple Social Channels

What We Do

DigiDesk at a glance

DigiDesk has been built by the contact centre, for the contact centre, to facilitate the delivery of blended, multi-channel social customer service. Welcome to the future of social customer care…

Monitor Multiple Social Channels

Monitor for brand mentions across all the key social media channels that matter to your business. Manage your owned accounts on Twitter, Facebook, LinkedIn, YouTube and more… with the ability to scan for mentions across targeted blogs, forums and the wider social sphere.

Real-Time Social Insight

Track and compare social activity across multiple channels, monitoring buzz volume, spikes, sentiment and all the key conversations in real-time. Create and customise your own bespoke view of social insight and view in an external dashboard, across PC, tablet and mobile devices.

Optimised Social Engagement

Convert social noise into relevancy through intelligent workflow. Identify and prioritise key mentions, with the ability to respond through comments, replies, messages and publishing through a single platform. Improve response times and enhance the customer experience.

Seamlessly Switch to Private Channels

As and when appropriate, agents can seamlessly move the conversation from social across to secure, private channels, such as email or chat, within the same application. Agents can continue the conversation, across channel, with full tracking and integration with CRM.

Optimised Engagement

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.

Real-Time Insight

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

responsive design

Social Wallboard

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Contact Us

Getting in touch is easy! Call 0844 338 7785 or fill in the form below.