The tool’s Social CRM features empower your marketing and response team to manage as well as build great customer relationships
Share Notes about the customer’s preferred time and mode of communication. Record Customer information like Company Name, Occupation, Email Address and Contact No in the CRM. Log key excerpts from offline conversations for future reference by team members.
Discovering each team member’s contribution is crucial for maintaining a strong customer focus and improving productivity. Actioned conversations are flagged with a green icon and those assigned to team members are tracked for calculating Turn-Around- Time.
See how responsive your social team is by accessing the tool’s Turn-Around-Time (TAT) dashboards. Find charts that give you an overview of total escalated conversations and their breakdown based on sentiment and other metrics as well as their workflow status (Opened, Awaiting Response, Overdue, Work- In-Progress, Closed etc.)
Set response benchmarks to excel at social customer service. Check team’s efficiency by taking a quick look at metrics which show exactly how many conversations were escalated, responded & closed and the time it took for the team to do so.
Based on conversation sentiment, influence, reach and frequency of engagement, you can engage with those users who have the potential of turning into brand advocates.
Use the tool’s search-within-search features to discover tweets which espouse your brand’s personality. Enthusiastic users who share the same values as your brand can be identified to engage with.
With Konnect APIs you can migrate data to your in-house CRM. Integrate your online and offline touchpoints to work cross platform from one application.
With Konnect you can set rules where a Task is assigned to a user or multiple users based on user-defined rules. Improve productivity and ensure quick Turn-Around-Time