HP Enterprise Services today announced new and enhanced services that support enterprises in their efforts to connect with customers via social media channelsallwhile improving the bottom line.
The rapid adoption of social media has generated new opportunities for enterprises to gain a deeper understanding of customer patterns and behavior.At the same time, it brings new challenges as organizations struggle to analyze the resulting unstructured data, such as tweets, blog postings and forums, which is more complex than traditional, structured data. Organizations that are not equipped to analyze this information miss out on valuable insights that can drive a competitive advantage.
“Social media can make or break a company and its brand—organizations that do not have the capabilities to monitor and engage in the conversations are letting valuable insights and opportunities pass them by with every tweet, blog posting and status update,” said Arindam Dutta, Head- Global Business Analytics & Asia Business Services, HP. “With HP’s market-leading expertise in customer engagement, organizations can confidently take the leap into social media and turn these insights into action.”
The new HP Customer Engagement Management (CEM) Services – Social,powered byHP Explore,a multichannel analytics product and HP Intelligent Data Operating Layer (IDOL),supports enterprises to quickly integratesocial customer relationship management (CRM)capabilities into their current environment. Through these services, clients can connect their enterprise to the social web and have the capability to respond to customers in the channel they prefer. As a result, organizations are better positioned to provide exemplary customer service, whileattracting new customers and retainingexisting ones.
Listen, monitor, engage and take action
HP CEM Services – Social encompassesthree graduated services to enable clients toengage with their customers and influencersacross the internet, social networks anddigital channels.
Social media analysis allows clients to gain actionable information and insights into existing and potential customers. As a result, clients can accelerate the identification of conversations about their organization that signal opportunity to improve or extend their brand. The service introduces the Social Command Center for clients to have a 24/7 view to a “social media dashboard”that displaystrends in volume, topics andsentiment. As a result, clients can accelerate the identification of conversations about their brandand gather vital information to drive business decisions.
The second level—engagement services—categorizesand prioritizes individual social media mentionsaccording to predefined business rules and then routescustomersaccordingly for required actions. With this service, HP contact center agents act as an extension of the client’s brand, engaging with customers on social networks. Mentions also can be routed within the enterprise,enabling customers to experience a meaningful dialogue with the right company personnel based on the context of their mention.
The third levelof service—enterprise analytics—creates a single, holistic customer view by linking individuals in social media channels to the Conversation Hub. The customer 360 view, coupled with near-real-timedata mining for keywords and contextualmeaning, enables targeted one-to-one customerengagement.HP also offers trendanalysis to identifymarketing and operationsrecommendations. As a result, clients collaboratively design and execute individualized service treatment that support improvements to the bottom line.
Additional information about HP CEM Services – Social is available atwww.hp.com/go/crm.
Pricing and availability
HP Customer Engagement Management (CEM) Services – Social is available immediately worldwide with pricing based on subscription type.