Hold Free Networks recently unveiled a new social CRM and mobile care app. The company released Social Sentiment module for enterprise apps after piloting the program for several months. It is just one of the many social CRM and mobile care initiatives expected in 2012.
According to a Destination CRM report, Hold Free Networks began in 2009 as a way of defining the everyday customer service experience. The company wanted to offer other businesses the ability to have a portfolio variety with overlay applications. The California-based entity has more than 200 years of combined experience in enterprise applications.
The new module works by giving customers the option to provide feedback on their customer service experience to either an agent of automatic system, right after the call ends.
While participation is completely up to them, customers are more inclined to take the survey because there the module allows them to complete the action on the same device on which they just completed the call. Results of their feedback are then sent directly to the company for immediate action or routed to social networks – social CRM and mobile care solutions at their finest.
While customer feedback is important, companies can still have the ability to control and build on what the customer sees, what is posted to social sites and what information is kept within the company.
The social CRM and mobile care module allows for an engagement console to give agents the capabilities to see the comments and quickly generate responses while being aware of their service level thresholds, overall trends affecting the company and context surrounding customer comments.
Delivered through a software-as-a-service (SaaS (News - Alert)) model, the Social Sentiment module is starting as a stand-alone product. As adoption grows, the module will eventually conform to a larger suite offering, according to Joe Katz, co-found and chief marketing officer at Hold Free Networks.
Companies can opt to configure a popup of the module, appearing following customer interactions or as a standard feature for the smart phone app. Social Sentiment, according to Katz, is aimed at larger enterprises who possibly have smart phone apps already in use for customer service as well as social CRM and mobile care solutions.
While companies that already have these social CRM and mobile care apps know the benefits, Katz says the focus is for companies to use it as a way to strategize for the future. Hold Free Networks looks to companies that have been already listening to social media.
The result for this new application is to give customers a voice while giving the company an opportunity to resolve any complaints before they go public. Businesses involved in the pilot program for Social Sentiment were two or even three times more attentive in their response rates than seen with previous surveys.
Edited by Braden Becker