Verint Brings Holistic Approach to Social Media Management

PRESS RELEASE: Verint® Systems announced enhancements to its Social Engagement™ solution. The software supports an integrated multi-departmental approach for managing and enriching customers’ social interactions. While many organizations have embraced social media as a marketing and promotion channel, customers are increasingly using it to request service as well.

These latest advancements to Verint Social Engagement are designed to help organizations coordinate and meet disparate social engagement needs and support the end-to-end management of customer care requirements.

There are many ways that consumers can engage digitally with organizations when they need help. In fact, a recent study of more than 24,000 consumers across 12 countries—sponsored by Verint in collaboration with Opinium Research-shows that two-thirds of respondents feel customer service online and via mobile devices needs to be faster and more intuitive. They often quickly reach a digital tipping point when they resort to picking up the phone to deal with a request.

An End to Social Media Frustration

The latest enhancements to Verint Social Engagement can help bring an end to the frustration, providing a platform for fast, personal social media interactions that are more than transactions. These interactions are full-fledged conversations that satisfy customer needs in digital mode. Organizations can leverage the solution to:

  • Deploy social engagement channels as part of a single vendor, omnichannel customer engagement strategy.
  • Manage the end-to-end social customer service journey and help exceed heightened social service expectations, especially among
  • Millennials and other savvy digital customers.
  • Accelerate routing, prioritization, allocations and escalation of issues raised on social media.
  • Collect, analyze and report on insights from Twitter, Facebook, Instagram, LinkedIn, Google+, online forums and messaging services, including Messenger.
  • Take advantage of the vast customer service opportunities presented by social media today.

“Unlike other social media monitoring products, Verint Social Engagement helps organizations do much more than monitor,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint. “Through the integration between our Social Engagement and Engagement Management solutions, businesses can rapidly escalate and respond to both simple and complex issues raised on today’s social media channels.”

Fast, Convenient Response

Verint Social Engagement helps organizations deliver customer service at the speed consumers expect from social media. Where customers may be willing to wait 24 hours for an email reply, they tend to expect a response within an hour or less on social media. For customer service agents, technology integration adds value, providing previous customer contact history across all channels-not only social-to help build context and improve the effectiveness of agents’ responses.

The solution also supports social engagement best practices for today’s organizations. It covers a wide range of recommendations, from skills required for hiring, to the importance of in-channel replies, and blending social channels with email or web chat.

“Based on the results from our recent Digital Tipping Point study, many consumers prefer interacting via social media channels, especially for simple requests,” adds Treaster. “However, we also know that consumers resort to the telephone when they can’t get the answers they need online. Our solutions help ensure that customers get the service they expect regardless of their choice of channel, and equip employees with the insights they need to effectively serve customers.”

Verint Social Engagement becomes generally available in December 2016.