Social Support Agent
Watches social media, picks out genuine complaints and replies both publicly and privately.
The challenge
Problems are spotted late, because nobody has time to keep watching every account, shipment, machine or deadline.
How it works
- 1The agent keeps watch over your data.
- 2Most of what it sees is normal, and it carries on watching.
- 3When something looks wrong, it works out the likely cause and who is affected.
- 4It opens a case in your system and prepares a recommended response.
- 5The right person is alerted, with the evidence and a suggested next step.
Your people stay in control
The agent raises the alert and suggests what to do. Your team decides what action to take.
Systems we work with in Customer Support
- Ticketing and CRM
- Contact-centre and telephony platforms
- Knowledge bases
- Billing and order systems
- Quality-assurance tools
How we measure success
- How early problems are caught
- How many alerts turn out to be real
- How quickly alerts are acted on
Kind of work
Monitoring and alerts. The agent keeps watch around the clock and alerts the right person when something needs attention.
More in Customer Support
Proactive Issue Outreach AgentSpots a new product problem from support requests and contacts affected customers with a fix before they ask.Knowledge Curation AgentSees which answers staff cannot find or that are out of date, and drafts new and updated help articles.Unhappy Customer Recovery AgentNotices when a customer has had a poor experience, gets back in touch to put it right and confirms the outcome.Vulnerable Customer Support AgentRecognises signs of vulnerability in a conversation, adjusts the handling and routes to a specialist team.
Want this working in your organisation?
We can show it working on real examples from your business before you commit to a full build.