Brandwatch Adds Case Management Feature to its Social Media Suite

Customers today are using social media not only to interact with friends and family members; they’re also using it extensively to reach out to companies. As a result, companies are finding themselves in the position of having to streamline their social media presence into an actionable (and relatable) customer support channel.

Naturally, this hasn’t been easy. Many of the solutions companies rely on for customer care treat social media as an afterthought, and they lack a “big picture” case management feature.

Social media intelligence company Brandwatch has announced a new Case Management feature within its social media suite. The tool was created to help brands to transition from community management to comprehensive customer care, fostering deeper customer relationships and boosting brand loyalty. The company noted that Case Management can change how social media managers, community managers and customer care teams handle service requests. With the ability to convert customer inquiries into actionable cases, Brandwatch can improve how customer care teams operate by enabling them to view all relevant information at a glance.

Users of the Brandwatch suite that includes Case Management can now more easily convert social media messages into trackable cases, with all relevant information for efficient resolution. It includes team collaboration capabilities with features that make it easy to assign cases, delegate tasks and keep everyone in the loop. Companies can also boost customer response times with Iris, Brandwatch's AI writing assistant, which suggests relevant and on-brand responses to customer inquiries.

“Social media has become such a critical touchpoint for customer service," said Michael Amsinck, Chief Product Officer for Brandwatch. "Customers increasingly expect prompt and personalized responses to their inquiries on social platforms. With Case Management, we're arming brands with the tools they need to not only listen and respond, but to own the entire customer care journey on social media."