Intradiem’s intraday management technology enables social customer service to enhance the customer experience

Patented technology integrates with social media and contact center technologies to generate alerts to trained employees

Atlanta, GA (March 28, 2013) – Intradiem, the leading provider of intraday management solutions, announces the ability for businesses to easily integrate social customer service within their contact center operations. By integrating with social media monitoring tools and key contact center technologies, Intradiem helps companies leverage social media channels and tools to improve the customer experience.

Social media initially started as a medium for collective communication among friends, but it has quickly evolved and now serves as another channel for customer service support. Consumers, now accustomed to quickly accessing information at any time, are increasingly looking to resolve issues via social channels, whether by researching a problem or looking to connect through social media. The customer expects a near-immediate response, which is challenging for many businesses to deliver. This is because social media feeds are traditionally monitored by a department other than customer service.  

Intradiem’s intraday management technology integrates with technologies to monitor business rules for the actions that trigger a specific reaction. This type of “if this, then that” reaction enables companies to improve the customer experience by:  

• Identifying and aggregating available time for agents to complete social customer care activities - such as training agents on processes or soft skills for handling social interactions or dedicating time to respond to customers via social channels
• Assigning agents to queues that cover social channels automatically. The action of an agent successfully completing social customer care training triggers an update to the social media queue that an agent is ready to handle these inquiries
• Alerting supervisors about trending issues within social channels and automatically sending alerts to agents with the appropriate training content needed to address or resolve the issue

“Social media has evolved at a rapid pace, and customers frequently turn to social media to air their issues to avoid calling into a contact center. With intraday management, we are helping to solve the problem of responding in a timely manner as well as having the right employees available at the right time,” said Matt McConnell, Intradiem CEO. “Social response presents a huge opportunity to cultivate the customer relationship by not only what you say, but also when and how you react.”

Intradiem is the only complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office, Retail and Mobile. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 300,000 frontline workers use Intradiem's solution every day.
Media Contact
Melissa Spies, Marketing Manager, Intradiem
mspies@intradiem.com  |  888.566.9457