Social CRM: Using Social Customer Score for Customer Value-Oriented Routing

In the past it was accepted that 20 percent of customers generate 80 percent of turnover. Today it's 20 percent of consumers within social media networks that influence the purchasing behaviour of 80 percent of potential customers. Mediatrix COMCRAWLER, the Social CRM Solution from ITyX, helps you identify the existing and potential customers, whose loyalty you want to win and build upon. Mediatrix COMCRAWLER evaluates the Social Customer Score of existing and potential customers in social networks and uses it for prioritised routing (customer value oriented transaction processing) in Social CRM. This enables a modern service organisation to create positive service experiences with those consumers, whose opinions most influence the purchasing behavior of potential customers in social networks.

Mediatrix COMCRAWLER is a module from the Input Management solutions from ITyX and is based on the technology components Social Crawler and Extraction. Mediatrix COMCRAWLER can be combined with all ITyX solution modules. The relevance of the consumer is used as a routing and prioritisation criteria (Social CRM).

Benefits of Mediatrix COMCRAWLER:

• Fuzzy search to identify characteristics in incoming customer communication
• Information crawl on the worldwide Web to calculate a Social Customer Score
• Routing criteria for prioritised customer service in input management
• Targeted creation of positive service experiences to strengthen customer loyalty