SOURCE: Spredfast

Spredfast

October 25, 2016 07:00 ET

Spredfast Releases Customer Care Solution to Manage 93% of All Social Interactions

New Social Care Platform Forges Path to Stronger Consumer Relationships and Effective Interactions for Brands

AUSTIN, TX--(Marketwired - Oct 25, 2016) - Spredfast, the leading 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 ninety-three percent 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, customizable 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 consumers expect great service delivered quickly," said Rod Favaron, CEO at Spredfast. "Our customers understand this, and challenged us to help them deliver world-class customer service. So we've invested the time and energy to understand how Care Agents and Managers in advanced care organizations work. Instead of jamming them into a 'vanilla inbox,' we've created 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 organization," 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.

About Spredfast
Spredfast is transforming the way companies connect with consumers. Spredfast's smart social software enables companies to build lasting relationships with today's digitally-connected consumer. Brand and media companies use the Spredfast Social Software Platform to manage, integrate, and amplify social content across any digital touch point in real time. With global reach, Spredfast customers manage over one billion social connections across 84 countries. More than 650 customers, including all five major broadcast networks and fifty percent of Interbrand's 2015 World's Best Brands, have partnered with Spredfast to create first-class social experiences. For more information, visit www.spredfast.com.