Messaging

Social media maintains a presence as a critical communication channel for businesses and their customers. CX Index has developed a suite of tools that enable you to listen to and communicate with your customers on all the major social channels.

In an era where social media maintains a presence as a critical communication channel for businesses and their customers, CX Index has developed a suite of tools that enable you to listen to and communicate with your customers on all the major social channels, including:

Twitter Public
Facebook Public
WhatsApp
YouTube

Twitter Direct Messages
Facebook Direct Messages
Instagram
WeChat

We determined it was just as important for you to reply to customers and close the loop when you get feedback on social media as it is with a VoC survey. CX Index’s Messaging enables you to do this in an efficient manner.

An agent or user can respond directly to customers’ public and private queries within the platform, complaints and feedback. In addition, they can filter through conversations by date range, sentiment scoring, NLP categories, hashtags and mentions.