Social Media and Customer Support

Customers are turning to social media outlets like Twitter

and Facebook to communicate about their experience

with the products and services they use. It is critical to

have processes in place to monitor and engage with your

customers over social media to ensure the best possible

experience for your customers. Buzzient Enterprise offers

a unique set of features to connect posts over social

media with real-time chat sessions. Giving your

customers more interactive and effective customer

support via the channel they are comfortable with.

Turn Tweets and Posts to Chats

Buzzient Social2Chat can help you identify potential

customer interactions that are best suited for chat

sessions with your customer service agents. With

Buzzient, you can sort through posts about your brand.

With just one click, support representatives can reply

back to customer over social media and include a link to

chat in the response.

Invaluable Context for Your Agents

Agents see the full social media thread that initiated the

chat session inside their Oracle Live Help engagement

console window. This critical information allows agents to

have more context about the customer and the topic for

the chat session.

Deliver World Class Support

Capture customer posts about your products and

services. Buzzient Social2Chat can sort posts by

sentiment so you can deal with the most pressing issues

first. Buzzient makes it easy to uncover posts that can

lead to productive chat sessions.

Buzzient™ Social2Chat tracks

Twitter and Facebook around the

clock. Any post about your brands

and products is in our system

within seconds, ready for further

analysis.

Buzzient Social2Chat can send a

real-time alert if something

important happens.

Alerts can be routed to existing

business applications or to mobile

devices such as iPhones and

BlackBerries.

Buzzient Social2Chat lets you

create an unlimited number of

custom reports at no additional

cost. Our custom reporting

functionality even generates Word

and PowerPoint documents with

the latest social media insights.

Our Share of Voice analysis shows

you how your brand is doing

compared to your competitors. We

measure the relative volume of

online conversations and tell you

how your share has changed due to

marketing campaigns.

Buzzient Enterprise can tell you how

opinions about your products (and

your competitors') develop over time,

what people like and dislike and

which websites are the most

influential information sources for a

certain product category.

• Social media engagement from within Oracle Live Help

• Real-time analysis of Twitter and Facebook

• Replies from Agent contain a branded, shortened link to a chat

• Social Media conversation information presented in Agent console view

• Extensive Analytics and Alert Features

• Create audit record/trail for compliance and tracking

© 2011 Buzzient, Inc. Oracle and Java is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.

Buzzient automatically harvests, stores and analyzes social web content about your company, products, topics and competitors.

Buzzient aggregates and delivers this social media data within Oracle Live Help. Uncover issues and problems, discover posts that could be addressed by a chat. Buzzient allows for a reply to the user with a link to chat. Deliver real-time customer support over social media channels.

Both the social media interaction and the Chat session information can be stored with the record. Giving you a complete view of the interactions with your customers.