New Enhancements Enable Social Media and Marketing Teams to Deliver Superior Customer Service Across Platforms

Brandwatch, a leader in social media intelligence, has launched an innovative Case Management feature within its social media suite. This new addition empowers brands to transition from community management to comprehensive customer care, fostering deeper customer relationships and boosting brand loyalty. With the ability to convert customer inquiries into actionable cases, Brandwatch enables teams to deliver exceptional customer care at the speed of social.

Transforming Customer Care

Effortless Case Creation Brandwatch's Case Management simplifies the process of converting social media messages into trackable cases. With all relevant information at hand, teams can efficiently resolve customer issues, ensuring a seamless customer care experience. This effortless case creation helps brands manage customer inquiries more effectively, providing a more organized and responsive service.

Enhanced Team Collaboration The new feature enhances team collaboration by making it easy to assign cases, delegate tasks, and keep everyone in the loop. This ensures that all team members are informed and able to contribute to resolving customer issues quickly and efficiently. Enhanced collaboration tools within Case Management foster a more cohesive and effective team environment.

AI-Powered Assistance Brandwatch's AI writing assistant, Iris, plays a crucial role in improving customer response times. Iris suggests relevant and on-brand responses to customer inquiries, helping teams provide prompt and personalized replies. This AI-powered assistance not only speeds up response times but also ensures consistency and quality in customer communications.

Comprehensive Case Overview Case Management provides a comprehensive overview of each case, displaying all relevant information at a glance. AI-based solutions help prevent missed inquiries and ensure clear, timely responses. This comprehensive view allows teams to manage cases more effectively, enhancing the overall customer care process.

Industry Impact and Testimonials

"Social media has become such a critical touchpoint for customer service," said Michael Amsinck, Chief Product Officer at Brandwatch. "Customers increasingly expect prompt and personalized responses to their inquiries on social platforms. With Case Management, we're arming brands with the tools they need to not only listen and respond but to own the entire customer care journey on social media."

Brandwatch is dedicated to bringing brands closer to their customers and helping them succeed in the evolving digital landscape. With the launch of Case Management, Brandwatch empowers companies to scale and refine their operations with efficiency and precision.

Key Features and Benefits

• Effortless Case Creation: Convert social media messages into trackable cases with all relevant information for efficient resolution.
• Enhanced Team Collaboration: Assign cases, delegate tasks, and keep the team informed to ensure efficient problem-solving.
• AI-Powered Assistance: Utilize Iris, the AI writing assistant, to suggest relevant and on-brand responses for quicker customer engagement.
• Comprehensive Case Overview: Access all relevant case information at a glance, preventing missed inquiries and ensuring clear, timely responses.

Brandwatch's Case Management feature revolutionizes how social media managers, community managers, and customer care teams handle service requests. By providing tools for effortless case creation, enhanced team collaboration, AI-powered assistance, and comprehensive case overviews, Brandwatch helps brands deliver exceptional customer care. As a result, brands can foster deeper customer relationships and enhance loyalty, succeeding in the ever-evolving digital landscape.