1st Central Transforms Engagement With Sentiment Social Customer Service Platform

FARNBOROUGH, England, February 11, 2016 /PRNewswire/ --

1^st CENTRAL, a leading UK insurance provider, is transforming its customer engagement programme by using Sentiment's social customer service application to increase visibility on its community, improve response times and strengthen advocacy and retention. The business is able to offer customers a choice of communication channels and a seamless experience, underpinned by greater social reporting and management control to ensure regulatory compliance.

Sentiment is a unique cloud-based social customer service platform for contact centres and social marketing teams. Leading brands across the globe use the application to deliver social customer service, and social marketing from a single, integrated tool. This unique functionality gives brands a single view of the customer and teams across the business are able to prioritise and purposefully engage with customers to deliver consistent service and a personalised experience at exactly the right time and contact point.  

The 1^st CENTRAL team selected Sentiment to power its social customer service programme after a competitive procurement review, designed to ensure the best fit with both current and future needs.  

Key priorities for 1^st CENTRAL:

Improve ease of access and centralise data 

Sentiment's unified software application enables the 1^st CENTRAL customer response team to work across multiple social accounts effectively, and sustain full visibility on comments and quick response times. Different teams across the business also use the application to get a clearer, panoramic view of its community.

Simplify agent inboxes 

On the busy customer service frontline, intelligent workflow and automations simplify agent inboxes. Noise and spam is filtered out and mentions are routed to the right person to action.  A single stream view of accounts also eases the pressure on agents by giving them one queue to work through.  

Enable swift replies to all customers who need a response 

The customer response team uses automations to prioritise and assign customer queries to an agent, or to redirect or remove posts. This ensures that the team focusses on the mentions which require a prompt reply and is not overwhelmed by other noise on its social accounts.  Access to full conversation histories gives the team information on previous interactions so they can get back to customers quickly.