Attensity has launched Attensity Respond for Social Media, which is designed to extend the value of the company’s solution for social media monitoring and measurement, Attensity360.
The combination of Attensity360 with Attensity Respond For Social Media monitors millions of Tweets, Facebook posts, review sites, blogs and more. It then analyzes and classifies them using semantic technologies to identify what is actionable. Attensity Respond for Social Media next routes each message to the best person or group in an enterprise for response in near real time. This reportedly allows enterprises to improve customer satisfaction, reduce customer attrition and support costs, and identify product and competitive issues and opportunities early.
Respond for Social Media also integrates with leading customer relationship management (CRM) solutions to allow every interaction to be tracked at the customer level. It enables service agents to improve their customer interactions by providing access to valuable customer profile data in social media as well as in the CRM system. Response times and content are tracked in the customer record for future reference and a full set of interaction management reports are included.