The latest listening and social media engagement software from Qualtrics integrates with the recently launched XM Discover.
Leading experience management company Qualtrics has unveiled its latest solution centred on internet communication tools such as chat, email, and social media. Dubbed Qualtrics Social Connect, the platform offers customer-engaging and marketing teams a new digital customer service tool that would streamline the process of managing millions of customer service data– from capturing to analysing and providing appropriate responses.
Qualtrics Social Connect comes at an opportune time when brands are invested to capture critical insights from huge volumes of unstructured consumer data from across channels such as social media, chat, and even call centers. Contributing to the huge consumer data, the steadily increasing social media usage is forecasted to reach almost 4.41 billion users in 2025 from 3.6 billion in 2020 according to a recently published data by Statista, a global market research and consumer data provider. Social media’s global growth is driven by the rapidly increasing usage of mobile devices and is anticipated to even swell as lesser digital markets enhance their infrastructure to keep pace with the demand.
Social Media Engagement Software and Listening Tool
Having access to the internet 24/7, consumers expect instant response from brands– and response converts to revenue growth according to the Marketing Charts survey. Companies that engage in at least 25{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} of all reviews witness a 35{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} increase in revenue compared to those that respond less or not at all.
Fabrice Martin, head of product for Qualtrics Customer Care, explained:
“Businesses that fail to connect and build relationships with their customers over digital and social channels risk massive losses in customer loyalty and revenue. Qualtrics Social Connect helps companies meet their customers where they are, understand their expectations, and deliver digital customer experiences that build loyalty and trust, while avoiding costly escalations to their contact centers.”
Qualtrics Social Connect offers businesses the digital support to boost customer satisfaction, efficiently resolve concerns, and, ultimately, drive brand loyalty. With the solution’s capability to integrate with XM Discover, Qualtrics’ latest omnichannel listening platform that utilises AI and ML to gather and analyse experience data, Qualtrics Social Connect provides companies a single unified inbox, automated chat responses, and enhanced visibility on social trends and customer sentiments.
Martin wrote on LinkedIn that most people engage with brands through digital and social channels. Today, more than ever, customer care and social teams are expected to effectively respond to and manage millions of customer service requests they receive through chat, email, and social media. He stressed:
“Every customer that they don’t get to in time can turn into a costly phone call to their call centers, which are already understaffed and overwhelmed. With connections to more than 35 popular digital channels – Qualtrics Social Connect helps businesses listen to, connect with, and serve customers on whichever digital platform they prefer,” he added.
Qualtrics Social Connect Key Features and Benefits
Qualtrics Social Connect enables organisations to improve digital interactions with customers, achieve fewer repeat contacts, higher NPS and drive customer loyalty. Here are some of the product’s key features and benefits:
- Provides efficient and timely responses to customers through digital channels, which is highly beneficial for short-staffed customer service teams
- Generates automated responses to common inquiries
- Categorises and tags chat topics and route them to corresponding support agents
- Organises conversations from WhatsApp, Instagram, Facebook, Live Chat, and SMS into a single inbox– simplifying customer service agents and social teams’ customer engagement tasks
- XM Discover natural language processing allows access to insights and patterns hidden within massive volumes of voice and text conversations
- Analyzes direct messages, reviews, and social media engagements, empowering companies to take immediate action on potential product issues, consumer trends, or changing competitive factors
Some of the companies that have deployed Qualtrics’ newest social media engagement software include GM Financial, General Motors’ financial services arm, and 4ocean, a retailer of bracelets and apparel made from recycled materials. GM Financial leverages Qualtrics Social Connect to better understand its customers’ experience with the company’s app and website. 4ocean harnesses the social medial engagement and listening tool to increase its daily response rate by 30{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} and significantly reduce its average response time from 10 hours to less than 10 minutes.
