January 4, 2019
How to create a brand voice that carries across your channels
One of the first steps in creating a brand is creating a brand voice. The...
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All channels. One tool. Together at last.
Integrate your email, Facebook, Instagram and Twitter. Create intelligent inboxes that prioritise the important messages. Respond to customers in real-time.
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fastest in their category
60X
Increase in brand engagement
50%
increase in efficiency
25%
NPS response rate
Spend less time triaging and more time engaging.
Speed through service volumes with an omnichannel inbox updated in real-time.
Filter by priority, influence, keyword, channel and more to ensure the best possible experience.
Sales leads, support requests, product feedback and influencer mentions in one simple inbox.
Public to private, inbound to outbound – maximise every opportunity, quickly.
Personalise every response
Talk to a human, not a username with insights about the person behind the post.
See recent purchases, customer loyalty, broader interests and demographics
Know when you’re talking to a VIP, brand superfan, troll or social influencer and tailor your response immediately.
Full contact history
Deliver contextualised customer care with a full view of previous engagements with each customer.
Continue past conversations and work as a team
Use previous NPS scores to learn more about the customer experience and implement feedback
“Seeing all customer interactions is awesome and now an integral part of personalising our community management”
Melita Amore, Senior Marketing Associate
The most human chatbot experience yet.
Ensure your chatbot offering is responsive, personal and timely with easy integration with Lexer Engage.
When it’s time for an agent to take over the conversation, Engage seamlessly assigns posts for immediate action- with context.
Real-time customer satisfaction reporting
Find out what makes great customer care with Lexer NPS & CSat. Individualised, trackable feedback surveys enable you to identify drivers of detractors and promoters and improve the customer experience.
Powerful engagement analytics
Resource for a 24-hour conversation with a holistic view of spikes in activity and detailed topic analysis.
Monitor stories being told about your brand, competitors and industry – and be part of the narrative day and night.
People-powered performance
Celebrate service superstars with powerful analytics on response time, NPS, SLA and case volumes.
Report on team and individual performance and benchmark with other departments to demonstrate the value of digital customer care.
Social customer care costs 1/6th that of call centres.
McKinsey
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Resources
Latest case studies, reports and best practice guides.
December 21, 2018
How to safely collect customer data during social interactions
We’ve previously discussed the collection of PII data when it comes to during your customer service...
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December 20, 2018
Resourcing your customer service teams for the win!
You’ve created the customer experience team of dreams. Everyone is passionate and buys into the...
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