Social Crawler – Social Customer Score as a Routing Criteria

In a networked world, customer loyalty and the power of recommendations (net promoter score) have become a central factor for growth and public relations. But how does an organisation know, which consumers are most suitable to spread their positive service experiences in their social networks?

The technology of the Social Crawler, which is based on a Fuzzy Search, enables that names and address fragments from incoming customer messages can be handed over to a data crawler. With the help of network citeria, the Social Crawler establishes the so-called Social Customer Score - a grading of the respective customer on the internet (Google, Yahoo) or within social networks (Twitter, Facebook). This Social Customer Score is used as a routing criterion for prioritising and distributing customer messages in the input and response management process of the CONTEX Platform.

ITyX Technology of the Social Crawlers includes eg:

• Execution of fuzzy search for persons and profiles
• Identification of people within a social cyber card to measure relevance
• Establish a degree of consistency
• Integration of the Social Customer Score as a routing criteria in Customer Interaction Management