OVERVIEW
eGain Social™ is a one-of-a-kind product for social customer service, knowledge harvesting and single-sourced social publishing, and reputation management. It enables you to monitor social networks such as Facebook®, Twitter® and blogs for customer queries, analyze their content, analyze search results for sentiment, route them intelligently, and post responses privately or back to the social cloud in media-customized formats. For instance, Twitter posts use shortened URLs and conform to the 140 character limit.
DESCRIPTION
Features
Social Customer Service
- Monitor social networks such as Facebook, Twitter, forums, and blogs for listed and relevant keywords, with eGain Social Adapters
- 360Plus™ unified agent desktop seamlessly blends social queries with those from traditional channels like phone, email, SMS, chat, and cobrowse for a social-blended view of the customer and the context
- Operational metrics available on social response SLAs, response time by agent or queue, topic trends, etc.
- Advanced workflows route social posts to the best queue or agent based on configurable business rules
- Post responses, comments, and information on social media channels
Knowledge Harvesting
- Enables harvesting of the best of social knowledge, and single-sourced proactive publishing across social and traditional to maximize ROC (Return on Content)
- Social content are included as a seamless part of federated search results
Reputation Management
- Monitors social networks, blogs, and forums for discussions about the company
- Analyzes posts and mentions by factors such as the sentiment and the social value of the poster
- Routes the post as a task to the right person or queue
- Allows seamless switching of social interactions to a discreet, private conversation without losing context
- Measure and manage metrics such as positive and negative trends in brand mentions, effectiveness and speed of responses by agent, queue, product, or brand
Source : http://www.egain.com
