NEWS24 June 2024

Brandwatch creates social media case management tool

AI New business News North America

US – Social media intelligence firm Brandwatch, part of consumer and media intelligence company Cision, has launched a case management feature within its social media suite.

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The new feature will allow brands to provide customer care services on social media, such as converting customer enquiries on social media platforms into trackable cases.

Other case management features include artificial intelligence-led (AI-led) assistance using Brandwatch’s AI writing assistant Iris to suggest relevant responses to customer enquiries, case overviews and team collaboration features.

Michael Amsinck, chief product officer at Brandwatch, said: “Customers increasingly expect prompt and personalised responses to their enquiries on social platforms.

“With case management, we’re arming brands with the tools they need to not only listen and respond, but to own the entire customer care journey on social media.”