Not only do consumers use social networks to connect with friends and family, they also use them to engage with the brands they love. Gartner estimates that 90% of businesses will use social media for customer service by 2020*.
Social media monitoring software allows brands to understand what consumers are talking about, but they create yet another silo within the digital customer engagement. Consumers don’t think in channels and expect the same assistance anywhere, at any time.
Nuance Social Media Engagement broadens the reach of brands to listen to consumers in social channels, engage with them on their terms and seamlessly transfer conversations to any other channel as and when needed. Unified analytics augment the view of the customer journey and ensure that actionable insights can be implemented across a succesful omni-channel engagement.