AUSTIN, Texas, April 23, 2012 /PRNewswire/ -- Social Dynamx today launched the industry's first purpose-built social customer care platform with scale in mind. The Social Dynamx solution is designed for large enterprises and customer contact centers to identify, prioritize and manage millions of one-on-one social conversations.
Consumers now broadcast their opinions instantly to thousands, or even millions, of people from wherever they are. Social Dynamx quickly identifies relevant conversations and intelligently routes them to the appropriate company service agents to be addressed, while tracking and measuring results according to contact center-specific service level agreements (SLAs).
"No social enterprise transformation strategy can succeed unless Customer Service plays a central role," said Michael Maoz, Vice President and Distinguished Analyst for Customer Strategies research at Gartner. "Current structures are inadequate. The challenge for senior management is to engineer the necessary process and technology changes that will allow customer service to evolve to embrace social trends. New concepts of recruitment, measurement and outcomes are necessary to allow for the increased agent participation in social media. When this happens, and the right supporting technology is deployed, businesses will see increased customer engagement and higher overall customer success."
More than 70 percent of tweets to companies today go unanswered and only 5 percent of Facebook wall posts on brand pages ever receive answers. Much of the reason is that today's tools cannot scale to address large companies' needs.
"Much like the 1-800 number revolutionized customer service channels 20 years ago, Social Dynamx is redefining social customer care," said Mike Betzer, CEO of Social Dynamx, "Our platform was built by industry-recognized leaders in customer service and social innovation to transform how companies build relationships with their customers in high volume environments."
The platform surrounds a service agent with productivity accelerators designed for scale and the ability to streamline responses in the consumer's channel of choice. Social Dynamx also integrates and extends value with standard CRM, knowledge bases and peer-to-peer support forums and has the ability to learn which knowledge articles deliver the most accurate recommended response for agents.
Platform highlights include:
- Role-specific interface for agents, supervisors and managers
- Automated prioritization and matching
- SLA-driven analytics
- Advanced conversation management
- Enterprise-scale workflows across distributed teams
- Continuous self-learning
- Pre-built enterprise ecosystem integrations (CRM, Listening and Knowledge)
"Most companies realize that they need to respond organically to what is being said about them (or to them) on the social web but they struggle using current tools designed for marketing and PR," said Jan Ryan, President and COO of Social Dynamx. "Our customers are large enterprises. They're looking for more than a temporary solution -- they want a platform purpose-built for how they manage customer care and a platform that will take them into the future as volumes of social interactions continue to grow."
Facilitating real time one-on-one conversations and support, the Social Dynamx solution allows agents, supervisors and managers to work through interfaces designed specifically for them. By quickly matching agents with social media posts Social Dynamx lets companies rapidly solve customer issues with high accuracy and transform potential detractors into brand advocates. Service agents no longer have to "alt-tab" their way through disconnected application or search siloed information, and now social media teams become more accountable with analytics and metrics geared toward customer success.
"Social Dynamx gets 'enterprise.' Period." Esther Pomeleo-Fowler, Director Client Care at Convio.
"Social Dynamx replaced a patchwork of products with a cohesive enterprise platform," said Mark Cohen, Director of Operations, DISH Network. "It's like being given a car when you've been walking to work."
"Social Dynamx brought simplicity at enterprise scale to my team," said Phil Blum, Social Media Customer Care Manager, Time Warner Cable. "After a single onsite implementation session my team was working smoothly."
Pricing and Availability
Social Dynamx is generally available today and priced per user per month.
About Social Dynamx
Social Dynamx is a cloud-based platform for social customer care, purpose-built for the demands of high-volume contact centers and customer care environments. Through automated prioritization, enterprise-grade workflow, and role-specific user interfaces, we enable brands to redefine their relationship with their customers through all social media channels. Based in Austin, Texas, Social Dynamx scales to meet the needs of companies such as Dish Network, Time Warner Cable, Convio and others.
Social Dynamx is a registered trademark of Social Dynamx, Inc. All other trademarks and product names are the property of their respective companies.
SOURCE Social Dynamx