Web Self-Service Delivered through your Facebook Page
With over 500 million active Facebook users, companies are leveraging the social channel’s popularity to connect with their customers and build a fan base. But many companies struggle with ways to engage those fans and sustain a meaningful online dialogue with their customers.
Facebook fans are selective in choosing brands to connect with on Facebook, indicating brands that engage and provide value win their attention, affection and support. Companies are seeking opportunities to improve upon their social strategies in an effort to provide service and build community with consumers and prospects which increases satisfaction and brand loyalty.
We can help.
The RealDialog Social Assist Application enables companies to reach new levels of engagement with consumers and visitors. As a Virtual Assistant, the RealDialog Social Assist Application supports the functions of customer service, customer experience and marketing departments without the requirement of additional resources or personnel.
Features and Capabilities
Through an automated self-service solution on your Facebook page, RealDialog Social Assist allows you to:
With RealDialog Social Assist, consumers can have instant and around-the-clock access to a virtual assistant representing your company. Consumers and visitors no longer have to hunt for information about events, specials, promotions, contests, products or services. The information they seek will be right at their fingertips.It delivers customer–friendly, conversational responses which support the tone and voice expected from companies in social channels. It provides consistent, branded responses, ensuring seamless communications through all channels and with responses deemed most appropriate by customer service, experience and brand managers.
The value of RealDialog increases with use. It learns from end-user input. Powerful reporting capabilities indicate areas of improvement within the knowledge base. If an answer was not available to a fan or visitor, you can quickly add a response.And because RealDialog’s knowledge base content can be authored by non-technical business users—including contact center agents, product managers, and marketers—end users receive the most current information available.
RealDialog Social Assist reduces the need for costly surveys and market research studies by providing realtime insight into the opinions, sentiments and needs of consumers. Promoting engagement with the virtual assistant, you’ll receive the direct and unfiltered insights and input your company needs to innovate across the enterprise.
RealDialog can ask specific questions to uncover and understand a customer’s needs, detect buying behavior, deliver targeted messages, and guide them to the appropriate content and/or products. It can ask the customer about the specific features they seek, their account information, the model number they need, what they are trying to accomplish, or other criteria. It then applies the information gathered to deliver the right response.
Through accurate, consistent and "branded" answers, you’ll earn Web visitors’ trust and build satisfaction—enhancing the success rate of future sales “conversations.” On top of that, you’ll improve brand reputation and positive word-of-mouth through superior online service and sales experiences.
RealDialog Social Assist enables greater effectiveness, while making your customers feel valued and appreciated through personalized service. You build a high level of trust and satisfaction that bolsters the success rate of future sales "conversations."
Business Impact
As a result, RealDialog Social Assist:
- Increases customer retention, satisfaction and brand loyalty.
- Encourages word-of-mouth sharing by engaging fans and visitors in consumer acquisition efforts.
- Provides consumer behavior insights and community preferences.
- Provides detailed "voice of the customer" insights that drive continuous improvement and innovation across the enterprise.
Next steps:
Download a brief overview of our RealDialog Social Assist offering.
