Spredfast Releases Customer Care Solution To Manage 93% Of All Social Interactions

Spredfast Releases Customer Care Solution To Manage 93% Of All Social Interactions
SHARE
THIS



Spredfast, independent social marketing software provider, today announced the availability of Spredfast For Social Customer Care, a next-generation, purpose-built solution that gives brands the ability to successfully manage high volume social conversations with their customers quickly and effectively.

Spredfast research shows that 93 per cent of all brand to consumer interactions are one-to-one, and industry studies show that one-third of consumers expect a brand to respond on social within 30 minutes.

Some brands handle more than 10,000 social engagements a day, and this comprehensive care solution from Spredfast now provides them with easy-to-use dashboards, customisable and automated workflows, clear processes and collaboration opportunities, advanced analytics and reporting, and integrations with best-in-class technologies.

“We live in a social first world, and Australia is no exception,” said Adrian Mottershead, market director for Australia and New Zealand at Spredfast.

“Our customers rely on us to help them deliver world-class customer service, and they challenged us to build a solution that meets the demands of advanced care organisations. So we got to work, and invested millions of dollars to create a package of interfaces, analytics capabilities, and automated tools that are incredibly aligned to their needs.”

Available now, Spredfast For Social Customer Care enables brands to provide a stand out social customer care experience by focusing on:

  • Real-time social monitoring and routing, including configurable workflows, automated routing and labeling, and status indicators to eliminate duplication and multiple responses to the same issue;
  • Purpose-built interfaces for Agents and Managers, with a focus on configurability, efficiency, and visibility;
  • A complete view of the customer relationship, including historic context and threading, as well as the ability to connect to CRM systems;
  • Aiding crisis identification and response by surfacing threats in real time, forecasting their trajectory, and providing the ability to look back at past events; and
  • Social customer care specific metrics to optimize the customer experience and inform resource planning.

“Our team manages thousands of conversations a week, and Spredfast’s new dashboards, workflows, and auto-routing are built with our needs in mind,” said Andrea Finnegan, global manager of Social Media Care at Airbnb.

“They provide everything our social care team needs to make every member of our community feel welcome and loved wherever they are in the world.”

“Customer-obsession requires companies to embed customer needs throughout every aspect of the organisation”, wrote Erna Alfred-Liousas at Forrester Research. “Therefore, brands need social customer care (both proactive and reactive) to stay connected with customers and reflect one brand to move the relationship forward.” (Build Customer Relationships With Social Customer Care, Forrester Research, Inc., Dec. 17, 2015)

Spredfast For Social Customer Care harnesses the power of the entire Spredfast platform, and is now available to all Spredfast customers. The solution leverages Experiences for the Command Center, Intelligence for real-time monitoring, research, and increased context, and completely bridges the gap between marketing and care using Conversations.

Please login with linkedin to comment

Spredfast

Latest News

NGEN Winners Create World-First Virtual Mentoring World For Deaf Teenagers
  • Media

NGEN Winners Create World-First Virtual Mentoring World For Deaf Teenagers

The winners of last year’s MFA Awards NGEN category have brought their unique idea to life and built a world-first virtual mentoring world for deaf teenagers inside Minecraft, called League of Hearoes. After months of testing, the world has launched weekly live events, attracting more than 50 deaf or hard of hearing (DOHH) teenagers.

Hit Network Reveals New Breakfast Line-Up For Adelaide
  • Media

Hit Network Reveals New Breakfast Line-Up For Adelaide

Southern Cross Austereo’s Hit Network has announced that Rebecca Morse and Andrew Costello will become its new breakfast radio hosts in Adelaide from 2019. The Bec and Cosi show will take to hit107 airwaves on 21 January 2019. It replaces Amos, Cat & Angus, which finishes up tomorrow. Presenting Network Ten’s Adelaide news bulletin for […]

Wednesday TV Wrap: The Block Sees Off The Bachelor (Just)
  • Media

Wednesday TV Wrap: The Block Sees Off The Bachelor (Just)

Nine’s The Block was the most watched entertainment show of Wednesday night, narrowly seeing to Ten’s The Bachelor by 881,000 to 854,000, respectively. Ten’s latest attempt at a homegrown drama, Playing For Keeps, debuted last night with a promising 583,000. The Block was enough to give Nine the biscuits, winning last night with 28 per cent audience […]

by B&T Magazine

B&T Magazine
Cummins&Partners Wins Media Account For Red Cross Blood Service
  • Advertising
  • Media

Cummins&Partners Wins Media Account For Red Cross Blood Service

The Australian Red Cross Blood Service (ARCBS) has appointed Cummins&Partners as its new media partner following an extensive competitive pitch review. The media remit has been added to creative services at Cummins&Partners, creating more of a full-service partnership with ARCBS. Samantha Bartlett, marketing director at ARCBS, said: “We are absolutely delighted to appoint Cummins&Partners as […]

Diesel Turns Online Hate Into Cool New Fashion Campaign Littered With Stars
  • Advertising
  • Campaigns

Diesel Turns Online Hate Into Cool New Fashion Campaign Littered With Stars

Italian youth fashion brand Diesel has unveiled its latest campaign that uses social media hate and turns it into a clever new campaign. The ad stars Nicki Minaj, Gucci Mane, Bella Thorne, Tommy Dorfman, Miles Heizer, Yovanna Ventura, Barbie Ferreira, Yoo Ah-In and Jonathan Bellini. Each celebrity chose some of the worst comments they’d received, and Diesel designed exclusive items for each […]

by B&T Magazine

B&T Magazine
Infographic: How Sponsoring An Event (Like Goat Yoga Or A Garlic Festival) Can Grow A Business
  • Marketing

Infographic: How Sponsoring An Event (Like Goat Yoga Or A Garlic Festival) Can Grow A Business

A common malady of marketers is how to best spend their marketing dollars and get the best outcomes (ie. sell more stuff). But a new study suggests that going “hyper-local” could be an easy and effective place to start. The study, by US marketing firm Zipsprout, says that micro-targeting local consumers via corporate sponsorships can be one of […]

by B&T Magazine

B&T Magazine
Clemenger BBDO’s ‘Exceptions To The Rule’ Recruitment Program Now Open
  • Advertising

Clemenger BBDO’s ‘Exceptions To The Rule’ Recruitment Program Now Open

The annual search for Australia’s best and brightest talent has launched today through Clemenger BBDO’s ‘Exceptions to the Rule’ program, with applications open for placements across Clemenger BBDO Melbourne and Sydney. ‘Exceptions to the Rule’ is a commitment to the agency’s belief that the future leaders of the creative industry aren’t solely coming through traditional […]

The Six Types Of Meetings People Despise
  • Media

The Six Types Of Meetings People Despise

Donna McGeorge (pictured below) is a speaker, author and mentor who helps people make their work work. She is also author of The 25-Minute Meeting: Half the Time, Double the Impact. In this guest post, McGeorge says most of us despise the office meeting and here’s the six worst types… I once heard a very senior leader […]

Opinion

by B&T Magazine

B&T Magazine