SAN DIEGO, CA — (Marketwired) — 06/03/13 — SoCoCare, the all-in-one solution provider of cloud-based social engagement for customer care, today announced that Phone.com has deployed SoCoCare-s Social CIM as their company-wide social care solution. SoCoCare consolidates customer blog posts, articles, and social network commentary into one, unified listening and engagement platform.
Phone.com provides cost-effective communications services to small businesses nationwide and has made customer service a high priority within their growing business operations. To help improve customer support through social media channels, there was a need for a solution that would automatically prioritize each item by sentiment, influence and topic found online while eliminating spam and discarding errant inconsequential comments.
“We really liked SoCoCare-s all-in-one approach to an unwieldy problem, and with Social CIM we now have a single, comprehensive solution for all of our social care needs,” said Phone.com CEO Ari Rabban.
SoCoCare-s Social CIM solution uses Natural Language Processing and Business Rules engines to eliminate social spam, and automatically categorize and filter customer service items. Social CIM also provides automatic agent assistance so engaging one-on-one with customers is done more professionally. The platform also offers role-based analytics so supervisors and managers can review service levels, key performance indicators, and detailed agent outreach data.
According to Lance Fried, SoCoCare-s CEO: “Social engagement is now part of the customer care landscape, so companies are seeing more and more customers ask for service over social channels.” Fried added: “Social CIM puts companies in a position to normalize social posts like any other contact center channel. This makes for world class customer service with a 1:1 approach.”
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SoCoCare is part of the Hyfiniti portfolio of cloud-based customer care offerings including InAppCare (Mobile Customer Care) and Hold-Free Networks (Callback and Queue Management). SoCoCare products are developed to deliver a more dignified customer service experience over social channels. The company was founded by a group of contact center and cloud-offering professionals who understand today-s socially connected, smartphone savvy, and generally demanding customer. Learn more at .
Sarah Rolfing
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