Social media provides data to the enterprise on how its customers are interacting. Even though most decision makers understand that gathering and analyzing this data is important, it’s not always easy to know how.
Astute Solutions was founded in 1995 to offer call center and issue management software, which later became a full customer service solution. The acquisition of RealDialog from
history of customer relationship management
past feedback and purchasing history, etc.), and create a case file that is then transferred to a customer service representative. At each step of the process, social data about or generated by the customer can be used not only to guide interactions, but also to monitor and analyze the efficiency of these interactions. Monitor, Analyze, Learn, Adapt The social media monitoring capabilities in Astute SRM analyze social data from all main platforms (Facebook, Twitter, etc.), cover 150 million Web sites,