03/03/2011

By Scott Thompson

Eptica is launching what is pitched as the industry’s first fully integrated social customer service suite. Version 8 of the software suite enables companies to seamlessly integrate social media enquiries from blogs, Twitter and Facebook into their customer service environments, where they are presented and processed like any other enquiry.

Key innovations include: Social Media Observer. This listens across the social web, analysing the tone of relevant posts, tracking and recording positive and negative comment within Eptica’s multi-channel customer service platform where they are assigned a priority and appropriate action. Facebook Interaction Portal enables staff and customers to interact directly through Facebook, via a dedicated customer interaction tab on the organisation’s page. Third Generation Customer Interaction Workflow incorporates social media comments directly into the customer management process.

Olivier Njamfa, CEO at Eptica, says: “It’s no secret that social media is bringing about some very fundamental changes in the way organisations and their customers interact. Today most companies understand the power of social media to engage with customers, but many have found it difficult to integrate social media into existing business processes, leaving customer queries and complaints unresolved. Eptica is helping redefine the way companies approach social media, giving staff the tools and insight they need to harness its full potential as a service channel.”