Feature Guide

Learn more about Facetone Products & Solutions

Social Listening

Find and interact with social media queries from a single interface.
Your customers are talking about you on social media platforms. Using our contact center’s social listening feature you can field and respond to social media inquiries from a single interface.

Hear What Your Customers Have To Say About You
67% of consumers admit to having used a company’s social media for customer service. According to Gartner, companies that ignore social media messages can face up to a 15% increase in customer churn. Our social listening feature works as the eyes and ears on social media so that you know what your customers are saying about you.

Respond Immediately To Posts That Are Urgent
Listen for customer issues that are being reported on social media and take the necessary actions. Use defined keywords or hashtags as triggers and automatically route social media posts as inbound contact and prioritize them for immediate resolution with our contact center’s social listening feature.

Identify Areas That Need Improvement
Discover conversations about the products, services, and features you’re offering and the especially the ones that are being problematic. Feed that information to the relevant teams so that they can work on improvements, enhancements, and innovations. This lets you identify problematic areas of service and take actions to improve upon your shortcomings.