Enterprise feedback management provider QuestBack has launched social engagement tool Listen and Act to integrate social media messages into CRM data.
The tool allows organisations to sift through messages, view levels of influence and utilise engagement tools, such as surveys and communities, to create experiences for their customers based on inquiries and preferences.
According to the firm, combining insights gained from new customer touch points, such as social media, enables businesses to act faster and accelerate problem resolution.
Ivar Kroghrud, CEO at QuestBack, said: “We understand the importance of powerful customer engagement to drive loyalty and revenues, and social media is no different. Our Listen & Act solution enables businesses to deliver a higher quality customer experience, without additional resource.
“By tapping into the power of the customer, and strengthening loyalty, businesses can be winners in what we are all trying to succeed in - the experience economy.”