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How We Improved Social Customer Response time 18X With No Additional Head Count.
(And how you can to)
In this video training and case study, you will learn:
(1000 DOWNLOADS AND COUNTING)
Thousands of users from the worlds most innovative retailers
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Client Success Stories
18 X Improvement In Customer Response Time
Before
Before engaging with Sentiment.io we were struggling to respond to our online customers in a timely manor due to the sheer demand of our market leading offering. Many customers were waiting several hours or more to get a response.
After
We started working with Sentiment and targeted a consistent response time below one hour. The results were staggering we have managed to achieve an average response time of 11 minutes, with exactly the same number of team members. We are delighted as are our customers.”
CHARMAINE // Head of Customer Experience
27 X improvement in social customer service response time
Sentiment “worked tirelessly in meeting our business needs, providing guidance at every step to ensure a smooth onboarding process, always listened to feedback that resulted in faster product innovations, and promptly communicated latest developments and recommendations - all of which has led to uSwitch being able to deliver a much higher standard of customer service online than ever before, and consequently, a very happy customer care team too.
It has been a fantastic journey so far for uSwitch and Sentiment”
DEW // Former Social Media Manager, Uswitch
Award winning social customer care
“With their partnership approach and knowledge in the social customer service sector, we selected Sentiment due to the companies strong service reputation and the capabilities of its engagement technology. Sentiment is a valuable partner for us – helping us drive faster resolution and providing our customers with fast and convenient ways of contacting us. They have been excellent in supporting us and helping us achieve our vision”
PETER // Head of Operations, Caravan and Motorhome Club
Manage all Social customer service conversations in one place
Unified Inbox for multiple channels
You can handle all of your customer interactions through one unified inbox. Social Media channels, reviews, Messaging and even email and chat conversations are all routed real-time and handled in one unique interface. The unified inbox has been designed for fast and reactive customer care for eCommerce and retailer companies. With the messaging first feel, gone are the old impersonal and transactional email and chat ticket systems. All channels become a messaging first experience, better for your customers and better for your team.
Group Channel Management
Manage social accounts like Facebook pages, Messenger, Twitter, Instagram, global email addresses like support@ , sales@and chat channels in shared inboxes, and automatically load balance conversations across your online team and never miss a customer query or opportunity.
Shared visibility
You can view which of your team mates are online, how their own assigned conversations are going, and your supervisors and team managers can view the entire queue, who's working on what, and analyse unresolved conversations across all channels, including those falling behind service level agreement.
Slash social media response time and scale 300% using the same team resource with Automation
Automatic routing by SLA and priority
The Sentiment automatic routing engine takes all incoming conversations irrespective of social channel and routes them to your online team mates based on internally set priorities or service level targets. Your team mates never get to cherry pick which queries they want to deal with, so issues are not missed, and response times are greatly reduced. You can either scale back on human resource, or triple your revenue with the same team.
Automatic classification
The Sentiment automation engine can carry out a whole series of defined events specific to your organisation. For instance spam is automatically classified and removed from queues, issues can be tagged by type with smart labels based on keywords, location, channel. Even remove profanities automatically from your public social accounts and many many more automations making your team more efficient and effictive, and your customers and prospects serviced far faster.
Canned responses
Save time and add consistency to customer engagment with canned responses
Approvals loop
Rapidly on board and coach staff using approvals loops, so responses must be reviewed by senior team mates before going out.
Continually improve operations ROI with real-time metrics and historical analytics
Team Performance
SLA and KPI tracking let you continually optimize your operations over time. Sentiment includes work force reporting letting you plan shifts, track team mate performance and report on productivity.
Real-time customer surveying
Get real-time feedback from your customers via inbuilt CSAT surveys, and improve client retention and repeat orders.
The Board
Leon Chaddock / CEO
Leon has over 15 years’ industry experience in communications and contact centres. In 2007 he founded one of the first companies in the world to offer Social Media Listening and Analytics. Prior to this he worked on complex joined up/cross departmental contact center projects. He regularly speaks on webinars and at conferences on topics including social customer service, and deploying messaging in the omni-channel mix.
Michael Jackson / Chairman
Michael studied law at Cambridge University, and qualified as a chartered accountant with Coopers & Lybrand before spending five years in marketing for various US multinational technology companies. From 1983 until 1987 he was a director and from 1987 until 2006 was chairman of FTSE 100 company The Sage Group plc. Michael Jackson MA FCA (Chairman of the Manager) founded Elderstreet Investments Limited in 1990 and is its executive chairman.
Kevin Bone / Director
He has taken an active Board role in each of the investees which have included two that were pre- revenue and are now recognized leaders in their field. He has also led over $700m of financings and transactions for the portfolio companies. Kevin is an active angel investor and mentor to a small number of companies and charities that he believes in and enjoys working with. Kevin is married with two children. He finds calm and relaxation in the boxing ring.
Base
Simple, multi channel customer care for retailers.
$
/mo per agent
Popular
Team
More flexibility for bigger teams
$$
/mo per agent
Enterprise
For advanced teams where performance and maximum efficiency is a must
$$$
/mo per agent
Basic
Simple, fast and effective flexible move
€
99.99
/mo
Popular
Fulltime
Creative working space, not noisy, fully equipped and convenient
€199.99
/mo
Private
Simple, fast and effective flexible move
€
299.99
/mo
30 day risk free period (no strings attached)
Try Sentiment risk free for 30 days and if you do not get a significant reduction in social customer response time (with generally leads to happier customers with more sales at a lower cost) just send us a message and we'll refund your money, no questions asked. We are the only eCommerce customer engagement vendor we know of to offer this Iron clad guarantee which we think you will agree speaks volumes for our confidence to deliver great success for you.
