Parature Twitter Integration
Parature’s social media integration with Twitter empowers organizations to efficiently monitor tweets for proactive response and an improved customer experience. Social channels such as Twitter provide an open forum for customers to air their grievances, give praise or simply inquire about an organization’s products, services or support. These customer sentiments and inquiries are valuable sources of information that can be collected, measured and acted upon.
This integration provides visibility into the volume, sentiment and impact of support through Twitter. Parature customers can compare Twitter traffic with other Parature support channels such as chat, ticket, email, phone, and Web portal content. The integration enables customers to easily look at the “happiness” of tweets and hone in on which ones to route within their organization for comment, support or general knowledge; the number of tweets directed at the organization; and the impact of the organizations’ published content based on the number of re-tweets. Tweets are easily isolated from other support traffic via the use of a Twitter Queue where support representatives can review and route them for a quick, accurate response, as well as create reports to analyze how many tickets are being generated from tweets. Representatives can also view Twitter profiles directly from the Parature system allowing them to view other tweets to gauge disposition.
