Respond instantly to customer issues and scale your customer support across all digital channels. Our AI-powered tools and knowledge graph-based enrichment enable you to flag critical issues, prioritize and respond efficiently. Leverage 3rd party integrations to get additional insights and context.
Detect more customer support issues and maximise your ability to respond effectively
Reply to reviews and comments wherever they are postedWith coverage of social media, maps, review sites, direct messenger channels like Facebook, WhatsApp and Instagram, and over 500 e-commerce platforms, you know that you won't miss a single comment or review mentioning your brand. And you can respond to them all from the SemanticForce dashboard.
Respond to the most critical cases first with AI-powered listening and routingGet the maximum effectiveness from your finite customer support resources by prioritizing responses using SemanticForce's AI-powered tools. Detect important questions, issues and feature requests, and configure data streams according to team structure, domain expertise, channels and more.
Enhance customer experience and satisfaction by replying with images and videosCommunicate in an instant, easy-to-understand format by replying with images, videos and memes. By sending screenshots and short video tutorials, you can help your customers to quickly and easily understand and resolve any issues, and enhance their experience of your product.
Indirect mentionsSemanticForce's solution is capable of detecting comments and reviews about your brand even when there is no direct brand name or product mentioned. You can build templates to filter the types of mentions that are picked up, giving you deeper and more comprehensive insight into the areas that matter most. Plus, SemanticForce's AI can educate itself as it goes, focusing on critical issues and challenges for you.
Improve response times with automated replies using AI and advance templatesEnsure improved customer satisfaction levels with rapid responses that accurately move cases forward utilising advanced templates and AI tools. Improve the performance of your customer support team by freeing up your agents to work on the most critical issues.
Segment your customers for improved responses and enhanced intelligenceCreate custom audience groups based on a wide range of factors. Understand your customer base better, and provide more tailored responses.
Integrate data from your CRM and other internal programs and dataLeverage every piece of information you have on each customer in your responses by integrating your CRM, XRM, ERP, or other tool with Semantic Force. Get your sales, accounting, marketing and customer service data working together.
Streamline the workflow and enhance the productivity of your customer support team
Manage access rights and roles directly through the platformManage the access rights and roles of your entire customer service operations remotely across a number of jurisdictions with ease through Semantic Force's intuitive dashboard.
Balance and control your agents' workloadUse the actionable insights you gain from SemanticForce's aspect based sentiment analysis to manage and plan your resources in real time. This gives you a greater ability to balance and control your agent's workload to optimise results and performance.
Add notes and comments to individual casesGain granular case level control of your customer service operations. Use actionable insights to flag issues at case level, then add notes and comments to individual cases for specific agents to then act on in real time.
Access, analyse and export rich data on customer satisfaction and customer support performance
Track your brand's NPS score and customer satisfaction levelsStay on top of brand sentiment across all channels and keep track of your NPS score automatically. SemanticForce removes the guesswork from your customer satisfaction analysis.
Track and archive each agent's performance with automatically updated journalsUse agent journals to see the types of cases each agent is handling, and how quickly and effectively they respond. Use this intelligence to understand the strengths and weaknesses of each team member so you can support their growth and better prioritise your resources.
Customize your SemanticForce dashboards and reports for optimized performance and improved insightsEach team member can customize their SemanticForce dashboard for maximum ease-of-use and effeciency. Plus, you can tailor reporting tools to create easy-to-interpret reports that enable data-driven decision-making.
Export customer support data using Excel or an APIEasily export all of your ticket history and customer support analytics. Create Excel files or use a simple API to move your data wherever you need it.
SEE SEMANTICFORCE IN ACTION
Schedule a live demo to learn more about how SemanticForce media and e-commerce intelligence can deliver value to your organization.