C3/CustomerContactChannels Partners with Social Dynamx for Social Media Customer Care Needs
C3 becomes first in the BPO industry with advanced capabilities to manage social media conversations
PLANTATION, Fla., May 2, 2012 /PRNewswire/ -- C3/CustomerContactChannels ("C3"), a global provider of customer management services, has greatly enhanced its ability to reach and interact with customers through social media channels thanks to the addition of some exciting new technology.
C3 just completed an exclusive deal with Social Dynamx to become the first business process outsourcing company in the world to use its advanced platform for identifying prioritizing and managing one-on-one social conversations at scale.
The web-based tool allows C3 team members to go beyond simple social media monitoring and allow them to identify and respond to relevant online conversations and postings, all to help provide a better customer service experience.
"The ability to respond to customers through social media channels has become increasingly important as more people voice their opinions through Twitter, Facebook, blogs, and peer-to-peer forums," said Rick Ferry, president and chief operating officer of C3. "With these new advanced tools from Social Dynamx, we can now capture those conversations and proactively respond to customer needs with little delay. Having access to this technology should give us a big competitive advantage in the marketplace."
C3 has been a pioneer in handling multichannel customer service. As consumers turn to social media tools, email, chat and other channels of communicating with brands, C3 continues to develop new technologies and sign exclusive partnerships to provide its clients with the most advanced customer care solutions in the market.
Social Dynamx, based in Austin, Texas, is a technology company exclusively dedicated to developing new tools for improving social customer care. By quickly matching agents with social media posts, its technology allows client companies to rapidly solve customer issues with high accuracy and transform potential detractors into brand advocates while adhering to customer service SLAs and metrics.
"Consumers now broadcast their opinions instantly to thousands, or even millions, of people from wherever they are," said Social Dynamx CEO, Mike Betzer. "Social Dynamx enables brands to transform how companies build relationships with their customers in high-volume support environments."
"We've seen a dramatic shift in where people look for initial help and contact with brands," said Ferry. "Our clients are looking for meaningful interaction with their customers online and this software allows us to provide them with the most advanced software for online customer engagement."
C3/CustomerContactChannels is a global provider of BPO services unlike any other in the market today. Services include Sales, Service, Performance Optimization, Reputation Management and complete customer interaction management via traditional, web, and emerging communication channels. C3 positively engages and promotes our clients' brands with every contact we make with their customers. With a global team that is thousands of employees strong, the Company is headquartered in Plantation, FL. More information can be found at www.c3connect.com.
About Social Dynamx
Social Dynamx is a cloud-based platform for social customer care, purpose-built for the demands of high-volume contact centers and customer care environments. Through automated prioritization, enterprise-grade workflow, and role-specific user interfaces, we enable brands to redefine their relationship with their customers through all social media channels. Based in Austin, Texas, Social Dynamx scales to meet the needs of companies such as Dish Network, Time Warner Cable, Convio and others. For more information please visit www.socialdynamx.com.
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