HP said it has upgraded its customer relationship management (CRM) services that allow clients to communicate with customers through social media channels and deliver new products and services that are aligned with customer requirements.
Part of HP Customer Engagement Management, the new HP Social Enterprise Services, allows companies to implement a social CRM programme to increase communications with customers.
With analytics from HP Labs, the service also improves contact center performance and incorporates social media channels into existing contact center channels which will give organisations a holistic view of their customers.
HP Business Process Outsourcing vice president Danila Meirlaen said, "HP Social Enterprise Services take customer relations to a new level with analytic tools that make it easy to engage with customers via social networks, turning those interactions into positive outcomes for both the customer and organization."
The new offering delivers two service models HP Agent Services to engage with customers in social media channels and HP Social Media Analysis to mine the social web for information and insights on customers.
Together, HP Agent Services and HP Social Media Analysis allow clients to manage customer relationships by keeping pace with social media and analytical technologies.
By integrating social media strategy, process, information, analytics, technology and high-performance contact center teams, it monitors a client brand or product in social media channels to identify new engagement opportunities.
The service uses various analytics to gain insight into client, competitor and industry trends to refine the company’s social media strategy and report to customer inquiries and comments in social media channels.
It also provides engagement opportunities to internal stakeholders, such as customer service, marketing, sales and product development and provides daily snapshots, weekly summaries and monthly reports of insights, analysis and opportunities.
