C3/CustomerContactChannels, a provider of customer management services, has completed an exclusive deal with Social Dynamx to use its advanced platform for identifying, prioritizing, and managing one-on-one social conversations at scale.
The Web-based tool allows C3 team members to go beyond simple social media monitoring to identify and respond to relevant online conversations and postings, all to help provide a better customer service experience.
"The ability to respond to customers through social media channels has become increasingly important as more people voice their opinions through Twitter, Facebook, blogs, and peer-to-peer forums," said Rick Ferry, president and chief operating officer of C3, in a statement. "With these new advanced tools from Social Dynamx, we can now capture those conversations and proactively respond to customer needs with little delay. Having access to this technology should give us a big competitive advantage in the marketplace."
Social Dynamx, based in Austin, Texas, is a technology company exclusively dedicated to developing new tools for improving social customer care. By quickly matching agents with social media posts, its technology allows client companies to rapidly solve customer issues with high accuracy and transform potential detractors into brand advocates while adhering to customer service SLAs and metrics.
"Consumers now broadcast their opinions instantly to thousands, or even millions, of people from wherever they are," said Social Dynamx CEO Mike Betzer in the statement. "Social Dynamx enables brands to transform how companies build relationships with their customers in high-volume support environments."
"We've seen a dramatic shift in where people look for initial help and contact with brands," Ferry added. "Our clients are looking for meaningful interaction with their customers online, and this software allows us to provide them with the most advanced software for online customer engagement."