Social Media Management.

Customers love social media. They use it to share information about themselves and more importantly about their experiences with organisations, both good and bad. If you are not engaging with your customers over social media, you are most definitely missing a trick. EVAD Social enables you to quickly and easily create a social media channel within your contact centre, leveraging the industry’s leading social customer service platform from Cirrus, as a cloud-based solution.

Social Listening 

You define what is of interest, by filtering through the noise using both the keywords and the context in which they are used, to prioritise those social interactions that require customer service attention.

Complete Conversations

Utilising intelligent threading to piece together all of the elements of the customer conversation, providing the responding agent with the complete social conversation.

Intelligent Routing

By leveraging user-defined workflow rules and defining policies to route social interactions for customer service agents to review and respond.

Social Insight

Not only providing you with analysis of your performance against KPI’s and defined service levels, but also insight into key customer trends over time.

Integration

Intuitive API’s to enable integration into your CRM application and contact centre platform, providing a single view of the customer.

Security

IP locking, a complete audit trail and a searchable archive, ensuring full capture and compliance of social interactions.