New Solution to Integrate Social Conversations into CRM Data

Enterprise feedback management leader QuestBack has announced the launch of its new social engagement tool, Listen Act, that works to transform social media messages into dialogs that can be integrated into CRM data. Listen Act helps businesses sift through social messages while utilizing engagement tools like surveys and communities in order to create customer experiences based on individual preferences and inquiries. This approach not only offers businesses deeper insights into existing CRM data but allows customers to feel more valued.

“We understand the importance of powerful customer engagement to drive loyalty and revenues, and social media is no different,” said Ivar Kroghrud, CEO for QuestBack. “Our Listen Act solution enables businesses to deliver a higher quality customer experience, without additional resource. By tapping into the power of the customer, and strengthening loyalty, businesses can be winners in what we are all trying to succeed in – the experience economy.”

Further benefits include:

• Keyword monitoring and theme groupings for easy feedback management thus quickening the ability to analyze and act.

• Full integration with the QuestBack feedback and social engagement platform giving deeper insight into survey responses and messages received by individual customers.

• Easy identification of key influencers and action prioritization with integrated sentiment analysis and Klout score.

• A people data hub that offers a single-view of the customer with a combination of social media data and structured CRM data.