Customer Experience and Customer Support
A Group for people working in: Customer Support, Customer Service, Customer Experience (CX).
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Jeremie Huscenot posted an update in the group
Customer Experience and Customer Support 7 weeks agoTool to streamline the analysis of multi-channel brand comments
Hello,
As interactions with brands are getting more multi-channel every day, what are the tools you currently use to gather all feedbacks and interactions in order to analyse them. As a current paint point, I have difficulties streamlining the analysis of Youtube videos comments and other social media.
Caroline Gregory3 Comments-
Thanks for joining the group @JeremieH . What is your goal in analysing multi-channel social media? Knowing your goal might offer more of a roadmap to solving your pain points.
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Thanks for asking @Tim my goal would be to gather and cluster customer experience feedbacks and even customer support requests. Next step would be able to make an action plan. I currently see the trend that end user use any avaialable platform to raise comments and requests (LinkedIn, X, youtube,…) to brands/manufacturer/…
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Tim Robertson changed the description of the group
Customer Experience and Customer Support from “A Group for people working in: Customer Support, Customer Service, Customer Experience (CX).
Sub Groups to cover
Customer Support: Focusing on tactical problem-solving, product troubleshooting, and technical fixes when issues arise.Customer Service: Covers general interactions, including billing, account changes, and guiding purchases.
Customer Experience (CX): Covers the total journey and every interaction a person has with a brand.” to “A Group for people working in: Customer Support, Customer Service, Customer Experience (CX).
Sub Groups to cover
Customer Support: Focusing on tactical problem-solving, product troubleshooting, and technical fixes when issues arise.Customer Service: Covers general interactions, including billing, account changes, and guiding purchases.
Customer Experience (CX): Covers the total journey and every interaction a person has with a brand.” 7 weeks ago
