Customer Engagement Management
Get everything you need to have complete governance of your multi-channel customer care from social media to the rest of the web and even text messaging - it’s now all in one customer care tool.
Your support agents shouldn't be jumping from place to place to manage customer interactions. Now, you can easily bring all tasks into one intuitive smart inbox.
The Socialbakers live chat is built on a powerful AI engine that enables full self-service experiences via web chat, SMS, social messaging, mobile apps, and voice assistants.
Task Automation and Routing
With Socialbakers, your customer service agents will have all the multi-channel care tools and AI chatbot assistance they need to deliver the best customer experiences at an incredible speed and efficiency.
A powerful ticketing system instantly sorts queries through natural language processing and prepares a response or a next action item for your support agent. To speed things further Socialbakers’ customer care tools log cases directly into Salesforce, Microsoft Dynamics, and Oracle CRM’s.
Today your customers expect an always-on support team. The Socialbakers’ AI chatbot not only provides full service to your customers 24/7 but also frees up your agents to focus on the most pressing cases that require human attention.
Every CEM case has all the details your agent needs, like location, loyalty status, and interaction history, while a built-in knowledge engine lets them quickly find answers to the most common questions.
Uncover what needs your customers have before they turn into larger issues. With AI-powered listening that continuously monitors any channel you need, you can instantly identify critical conversations and automatically route them to the right team to be resolved.
Understand what issues customers have and how they affect brand reputation. Analyze the sentiment of each post, campaign or product launch to respond to customer needs instantly.
Whether it’s on social media or inside web forums, or any RSS feed, easily track and respond to the conversations that can make or break your brand reputation.
Close the gap between what your customers expect and what your care teams deliver. Advanced Voice of Customer tools connect multiple data sources to inform you exactly what the needs of your customers are.
Team Efficiency and Measurement
Whether it’s reporting on time-to-action for specific agents, or measuring how long it takes to resolve a recurring ticket, get a clear picture of where your teams excel and where you need to improve.
Instantly understand where your customer care excels and where the experience needs improvement. You can customize your dashboard any way you want based on your exact business needs.
Reporting on your efficiency should be as simple as clicking a button. With Socialbakers, you can set up your reporting to all stakeholders at your desired intervals customized with metrics that matter to you.
No matter the size of your challenge, we have you completely covered.
Let AI discover who your marketing personas are, what content they digest, and where to invest your money for the best results.
From discovery and inspiration to tracking and execution, get all the tools you need to run a successful content machine.
Uncover critical trends to understand your audience, competitors, and the entire market.
Align the entire process. From discovery to tracking to reporting, access one place for all your influencer marketing needs.
Easily and successfully manage all your social media activities from all accounts in one platform.
Access a clear, straightforward attribution of your organic and paid efforts and simplify all your reporting.
Ensure outstanding customer experiences across every channel all from one intuitive solution.