Brand Embassy Launches Platform to Help Meet Demand for Social Customer Service

Jun 09, 2015

Brand Embassy, a digital customer service technology firm, announced the launch of its new customer service platform. Brand Embassy's cloud-based SaaS brings digital customer service channels like Facebook, Twitter, Instagram, email, live chat, and discussion forums into one interface and then uses a variety of parameters like post influence and topic to intelligently route requests to the most relevant customer service agent. Brand Embassy also announced it has already signed up Vodafone, T-Mobile, and GE Money for its platform.

A 2014 study by McKinsey found, e-mail and telephonic voice have fallen from over 80% to about 60% of the telecoms communications portfolio over the past five years, while time spent on social networks has doubled. When consumers do use their phones, only about 20% of the time is for talking--down from over 60% just five years ago.

The many-to-many nature of social media creates a conversation that can get very complex, very quickly. Brand Embassy intelligently creates, prioritizes and routes requests to the most relevant person--everything from an email-turned-angry-Facebook post to a simple "thanks" on Twitter is captured and appropriately assigned.

Integrated CRM gives agents real time customer data. Intelligent Workflow identifies and sorts requests based on post influence, topics mentioned, language and source of origin.  To Bee Done List automatically creates tickets from complicated social threads so agents don't have to worry about missing an individual issue or question within a single post. The nnowledge base allows agents to share information and save time with customizable, predefined answers.