Customer Experience Platform Enhanced through Reputation Updates

Social media channels are a key destination for customers to share their experiences and interactions with brands. Consequently, it also became increasingly important for companies to aggregate and analyze their public and private customer feedback data to gain a complete understanding of their customer experience.

Collecting data on the social experience is now a critical component of customer experience platforms, and reputation experience management company Reputation announced updates to its social customer experience product suite.

Five major updates for Reputation's social publishing and social listening tools will enable marketers to more efficiently manage social channels in one location and use industry feedback data to create more strategic brand campaigns.

Within the platform, Reputation customers will find the following product and service updates:

• Social listening industry monitors: Reputation configured smart, standardized, subscription-based industry monitors that capture and highlight the most relevant social chatter within each segment of the most popular sectors, including automotive, government, health care, hospitality, retail and technology.
• Smart insights widgets for social listening: Social listening dashboards help customers quickly analyze data from their listening monitors to identify trends and track changes. New smart insights widgets go deeper by identifying trends and noteworthy changes during a specified period of time, serving up analysis and call to action based on the virality and sentiment of the trend.
• Instagram carousel posts: Social media managers can now add up to 10 photos or videos to a single Instagram post, creating a carousel-style post that can help boost engagement on the platform.
• TikTok integration: Social media managers can create video posts within Reputation's Social Suite that can be scheduled for posting on TikTok as well as other channels.
• Optimal publish times: Reputation now settles the debate on when to publish a post for maximum engagement by intelligently determining the times of day that see the most audience engagement on each social channel. Reputation presents those times to the user for easy and effective post scheduling.

“At Reputation, we are always developing new products, services and updates that will allow our customers to listen and interact in real-time with consumers across a variety of channels," said Pranav Desai, chief product officer at Reputation.

The latest round of social customer experience product updates is a result of Reputation listening to feedback from its customers.

Edited by Erik Linask