In the Chat aims to transform customer service within big brands with a second generation social listening platform that puts customers first.
With more than 1.3 billion Facebook users worldwide and more than 500 million tweets per day, social media platforms have become a dominant communication channel within our lives.
So when our flight is delayed several hours, or our phone fails to hold its charge, we as consumers now turn to social channels to voice our concerns and questions – with the hopes that the brands we interact with daily are out there listening.
However, the challenge that those in the hospitality industry, banks, telco providers, and retailers are facing is implementing a platform to identify these conversations. A platform where you can not only find and listen to these important signals within a sea of noise, but act swiftly upon that information to improve customer satisfaction, and drive new revenue.
It’s a daunting challenge to solve, explains John Huehn, CEO and founder of In the Chat. “The average telco in the US market needs to monitor an astonishing volume of information – up to 10 million posts a day related to their and their competitors brands,” explains Huehn. “There are tens of millions of people in the US today talking about their telecom providers every day. So how does a company effectively, efficiently and expediently decide which of these posts are of highest value? And perhaps most importantly, which of these customers need immediate attention from a customer service or sales representative?”
Huehn believes his company has the answer to that challenge.
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