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Social Media Management

Social Media Management

Market Leading Social Media Management, Featuring Advanced Engagement Options And Real-Time Monitoring & Analysis

Market Leading Social Media Management, Featuring Advanced Engagement Options And Real-Time Monitoring & Analysis

Live Monitoring

Monitor the social sphere for brand mentions across multiple channels, including Twitter, Facebook, YouTube, Instagram, Google+ and more; with the ability to ‘listen’ for mentions across the wider web, forums and review sites.

Insight & Analysis

Powerful sentiment analysis and text analytics, with the ability to identify mentions from key customers and influencers. Track social activity through a series of live wallboards, with over 20 separate widgets to choose from.

Social Engagement

Our advanced agent workplace helps agents to review mentions, conversation history, agent notes and customer details before responding via public or private messages. A ‘split screen’ mode is also available to increase productivity.

Intelligent Workflow

Enhance your social media management with ‘workflow’ to identify key mentions, before prioritising & assigning to specific teams or agents. Workflow also identifies key words / phrases and high authority posts, to improve response time.

Publishing Options

Publish and schedule posts across multiple channels, like Twitter and Facebook. All posts can be reviewed via the Live calendar. Publishing reports show top performing posts, engagement statistics and follower growth.

KPIs & Reports

KPIs are available at agent and supervisor level, showing live stats on volume, completion rate and performance against an SLA. There are also daily, weekly and monthly reports tracking team and agent performance.

Live Monitoring

Monitor the social sphere for brand mentions across multiple channels, including Twitter, Facebook, YouTube, Instagram, Google+ and more; with the ability to ‘listen’ for mentions across the wider web, forums and review sites.

Insight & Analysis

Powerful sentiment analysis and text analytics, with the ability to identify mentions from key customers and influencers. Track social activity through a series of live wallboards, with over 20 separate widgets to choose from.

Social Engagement

Our advanced agent workplace helps agents to review mentions, conversation history, agent notes and customer details before responding via public or private messages. A ‘split screen’ mode is also available to increase productivity.

Intelligent Workflow

Set up and manage ‘workflow’ to help identify key mentions, prioritise and assign to specific teams or agents. Workflow can identify key words and phrases as well as high authority posts, to help optimise your response time.

Publishing Options

Publish and schedule posts across multiple channels, like Twitter and Facebook. All posts can be reviewed via the Live calendar. Publishing reports show top performing posts, engagement statistics and follower growth.

KPIs & Reports

KPIs are available at agent and supervisor level, showing live stats on volume, completion rate and performance against an SLA. There are also daily, weekly and monthly reports tracking team and agent performance.

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Start A Conversation That Matters

Book your 30 minute tour of DigiDesk, today

Review Monitoring, Analysis & Engagement

Online Review Management forms part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our hosted contact centre. DigiDesk enables you to monitor and analyse reviews from a range of review sites, such as, Trustpilot. Track customer reviews in real-time, with advanced text analytics and sentiment analysis. Use powerful workflow to identify key reviews, assign to specific teams or agents and respond effectively through our Agent Workplace. Track individual agent response times and access a full audit trail of all customer reviews and agent replies.

Review Monitoring, Analysis & Engagement

Online Review Management forms part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our hosted contact centre. DigiDesk enables you to monitor and analyse reviews from a range of review sites, such as, Trustpilot. Track customer reviews in real-time, with advanced text analytics and sentiment analysis. Use powerful workflow to identify key reviews, assign to specific teams or agents and respond effectively through our Agent Workplace. Track individual agent response times and access a full audit trail of all customer reviews and agent replies.

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DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.

DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.

DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.