Search across social media platforms using boolean keyword query builder.
Analyse tonality of conversations from diverse demography using Simplify360’s multi-lingual sentiment classifier.
Access real-time monitoring and analysis dashboard to visualise social data collected from various social media channels.
Identify Influencers (promoters and detractors) and track their conversations.
Automate prioritisation of messages using custom-defined rules and priority scores.
Create and route cases automatically to concerned agents based on custom-defined rules and SLA.
Assign cases to a group of agents by creating workbaskets.
Generate email alerts based on SLA or event defined by the users.
Dedicated interface for agents to manage all the incoming cases and handle tickets with ease.
View customer’s historical conversations and pre recorded customer details to get a better context about the case.
Integrate with knowledge base to access frequently used response templates makes replying extremely easy.
Take multiple workflow actions (close, ignore, re-assign) which are controlled by permission settings set by the supervisors.
Access real-time dashboards to measure the performance of customer response and agent’s performance.
Measure key customer service metrics like FRT, TAT and Average response time.
View individual agent’s work details and performance in real-time and export in pdf/excel.
Download complete workflow history in an excel sheet.
Integrate Simplify360 with your traditional customer support system (Seibel, Salesforce, Microsoft Dynamic, Talisma etc)
Create bi-directional integration with your CRM platform to manage your entire social customer service from traditional CRM.
Enrich your customer data in your CRM using Simplify360’s social footprint engine.