Financial Company Monitors Customer Sentiment For Risk
A customer service manager of a financial company analyzes customer sentiment on its social media channels. The manager utilizes DigitalStakeout analytics to visualize engagement sentiment over a specific time period. Understanding the reputation impact of extremely negative customer service interactions, the financial company used the information in correlation with customer service data to improve customer service techniques and training.
Negative Customer Service Engagements Monitored For Threats
The financial company’s brand engagements and financial and customer service terminology are monitored for high risk interactions and threats posted by customers to the company. DigitalStakeout Scout is configured to monitor for keywords, hashtags and screen names associated to the company.
Company Reviews & Shares Negative Sentiment Trends & Alerts
Using DigitalStakeout Scout analytics, the manager was able to focus in on customer service feedback during a specific period of time and visualize customer sentiment. The manager could isolate posts that we’re extremely negative and focus on improving support engagement workflow.
Mitigating Reputation Risk with DigitalStakeout
Gaining insight from negative and threatening interactions with customer service is an important aspect of brand protection and physical security. This social media intelligence enables the company to focus on improving customer service techniques when dealing with volatile customer engagements. The company also improves the company’s security posture and situational awareness when the customer service department shares high risk posts with corporate security.