Our forwarding features ensure you can quickly separate incoming messages and customer service enquiries, diverting, flagging or sharing them with the right people or teams to act on. Manual and automated forwarding can act as an early warning to reduce the risk of a potential crisis taking place.
Social Media Team Collaboration
Effective collaboration is key for enterprise social media, whether your organisation strives to deliver exceptional social customer service, or adopt a centrally managed, locally driven approach to social marketing campaigns. Our social media collaboration toolset improves cross-departmental communication, facilitates effective escalation procedures, and ultimately improves team efficiency.
CrowdControlHQ allows multi-disciplined and/or multi-site teams to collaborate on social media marketing and customer service activity. It provides head office teams with assurances that regional or local teams keep in line with national promotions and allow people to plan and contribute to campaign evaluation.
Our intelligent notification system delivers automated alerts to key team members in real-time, providing updates on relevant social media activity within their area of responsibility. These can be tailored to the specific requirements of the team, depending on the level of response needed with instant, hourly or daily alerts.
Assign messages to the right person or team within your organisation, either manually or automatically, ensuring customers receive a fast and accurate response. Administrators have the ability to oversee all assigned tasks across your organisation, so you can ensure all customer enquiries are being managed around the clock.
Enhance communication amongst your social media delivery teams by attaching extra information to existing conversations or social media users. Whether you want to share a customer reference number or give colleagues information about a specific customer case, notes enable efficient collaboration amongst colleagues.
“Using a platform like CrowdControlHQ helps spread the workload out and automatically allocates the right messages to the right people in the team.”The Bannatyne GroupWeb Content Manager