Brandwatch Launches Case Management Feature

Social media intelligence firm and Cision subsidiary Brandwatch has added a feature called Case Management, allowing clients to bridge between community management and comprehensive customer care activity.

Brighton, UK-based Brandwatch was acquired for $450m in February 2021 by global PR and marketing company Cision, which is also the parent of PR Newswire.

The new feature promises to 'transform how social media managers, community managers and customer care teams handle service requests', seamlessly converting customer inquiries into actionable cases. Social media messages are converted into trackable cases which can be apportioned to relevant teams with collaboration features. Iris, Brandwatch's AI writing assistant, speeds the process of resolution by suggesting relevant and on-brand responses, and a the system compiles a comprehensive Case Overview with all the associated information viewable at a glance.

Michael Amsinck, Chief Product Officer at Cision comments: 'Social media has become such a critical touchpoint for customer service. 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'.

Web site: www.brandwatch.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.