How NLP Delivers on the Promise of Social Customer Care: Introducing OpenAmplify’s TRIBES (TM) Social CRM App
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  Mark Redgrave   Mark Redgrave
Co-Founder & CRO


Tuesday, August 19, 2014
05:00 PM - 06:00 PM

Level:  Business/Strategic

Customer care is fast becoming one of the most important business initiatives in the area of social media. By 2020, customer experience will overtake price and product as the key brand differentiator, according to the Customers 2020 Report.

More and more consumers complain publicly and they have high expectations of companies’ responsiveness. According to the 2013 Customer Experience Management Benchmark Study conducted by Digital Roots and Execs in the Know, “83% of Twitter users expect a response from a brand within one day.”

With so much coming in so fast, customer service teams need technology solutions that bring calm to the chaos of social.

Learn about how OpenAmplify’s latest offering, TRIBES, applies the right technology — Natural Language Processing — to the challenge of social customer care. Currently available on Zendesk, and soon for other market-leading CRM systems, TRIBES is a social CRM solution that scales effort, extends reach and mitigates risk.

  • SCALE: See how TRIBES automatically processes thousands of tweets and posts in seconds to identify the ones that matter to customer service
  • REACH: See how TRIBES can extend a brand’s reach outside its managed social channels to find important, “organic” conversations that they need to see
  • RISK: See how TRIBES takes out the risk of sampling – allowing teams of any size to stay in control by prioritizing the conversations that really matter

Mark Redgrave is Co-Founder & CRO of OpenAmplify. As an ex-ad agency guy, Mark is a strategic brand, marketing and communication specialist. He is also a passionate believer in the power of Natural Language Processing to filter the noise in social conversations and create 'actionable social data'.

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