Akio Social Interaction
Your customer service department on social media
The emergence of social networks has caused a massive shift in consumers' behavior. 32% of user comments on social media involve brands and their products (Source Universal Mac Cann). These new media are becoming key places for exchanges between customers as well as preferred points of contact to form relationships with brands. Now is the time for companies to take action to get control of these new behaviors and turn them into advantages.
Secure your presence on social networks, encourage mutual assistance and get in the game at the right time!
Akio Social Interaction enables you to take advantage of consumers' new community-based behaviors and thus integrate social channels into the customer experience value chain.
Keys features
- Leadership
Leverage Customer Service oriented community management. Manage several fan pages and Twitter accounts from the Akio Social Interaction back office. - Management
Escalate discussions within the company or trigger internal processes. Discussion thread assignment or reservation. Routing and queue. - Forum
Ability to set up a social form (mutual assistance, recommendations, opinions) on Facebook. - Semi-automated moderating
Comments made on your social networks are sent to the Akio Social Interaction analysis engine. It can accept, reject or modify messages with or without the moderator's involvement. The "moderating" function can also send private or public message to members, save a status about the member's level of trust, close a discussion, etc. - Alert
Automatic identification of incidents or opportunities. During times of crises, alerts are created based on events or abnormal behaviors. - Verbatim
Akio Social Interaction can collect and analyze exactly what is said verbatim on all your networks. - Knowledge base
Create a knowledge base so that customers can find answers, ask questions and submit ideas about the company's products and services: with a direct link to dynamic FAQs on the website and the Akio multichannel knowledge base. - Know your members
Collect data about members/fan/followers of your Facebook and Twitter communities in Akio Contact Manager. Identify and highlight expert members. - Analysis
Advanced statistics by communication channel (quantitative/qualitative/behavioral).
Control your social networks and immediately reap the rewards!
Protection for and simplified administration of your Facebook presence.
A user-friendly tool A close connection with the customer service department's other media Well managed, interactive communities.
Cohesive communication regardless of the community-based platform: Facebook, brand website, blog or media.
Improved knowledge of your Facebook community: identification of influential members, ambassadors, lawyers, experts, etc.
Integration of social networks and Facebook in particular with the company's other CRM solutions (customer knowledge) and with Akio Contact Manager.
Decrease in the customer service department's support costs thanks to cooperation from fans.
Fast identification of serious incidents for improved quality of service.
Increase in customer satisfaction through greater corporate transparency.
"As of January 2011, 20 million French are using Facebook. This number was barely 7 million in 2007. Social networks are becoming key places for exchanges between customers, as well as preferred points of contact to form relationships with brands/companies."
Samuel Rumeur, Product Manager, Akio
Your choice
A user-friendly tool
A close connection with the customer service department's other media
Well managed, interactive communities.
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