Sentiment Integrates Russian Social Sites into Its Platform

Sentiment has enhanced its cloud-based social customer service platform with new capabilities to monitor and engage audiences on Russian social networking sites VK and OK.ru, helping companies increase their reach and improve social engagement with Russian-speaking customers.

With more than 100 million active users, VK is a key social channel for brands operating in Russia and Eastern Europe. OK.ru is the second most popular social site, thought to have more than 65 million users.

"Following research with our client-base, we have made significant enhancements to the platform," said Leon Chaddock, CEO of Sentiment, in a statement. "In an ever-changing social environment, it's vital that our product can adapt and develop in line with our customers' needs."

Key features include the following:

• Intelligent workflows and automations to filter out noise and ensure mentions are routed to the right person;
• Control and approval layers, enabling businesses to manage access to functions, features, and accounts based on agent roles and responsibilities; and
• Comprehensive monitoring and reporting to analyze interactions and social conversations.

"For enterprise customers who are providing social customer service across many geographies, languages and multiple sites, there is always the challenge of managing large volumes of social data and ensuring customer service enquiries can be identified and responded to among the chatter large brands generate on a daily basis," Chaddock said. "Our integration with VK and OK.ru ensures our clients are fully equipped to deliver fast and effective social responses to their Russian-speaking client base."

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