Today’s customer is talking to your organization more than ever - across multiple channels.
Acumen Solutions’ Smart Information Filtering Tool (SIFT™) enables your contact centers to filter, automate, assign, prioritize, and act on the inbound issues that matter to your customers. Contact centers can make a huge impact on customer loyalty and satisfaction.
Between email, social media, web surveys, and call centers cases, the volume of customer feedback can quickly become overwhelming. Identifying actionable insights from the mountains of feedback is critical to the success of any customer-centric organization.
Create Data-Driven Cases
SIFT™ enables companies to proactively receive, manage, and engage with customers, regardless of the channel. By capturing incident feedback from multiple sources, SIFT™ allows you to filter, analyze, and prioritize customer feedback across multiple channels to identify actionable items and assign cases to agents based on their skills and experience.
Listen to Every Customer
With the constant barrage of customer correspondence and feedback, it’s no surprise that customers occasionally fall through the cracks. Customers are faced with long wait times, incorrect responses, or in some cases, no response at all. By harnessing the power of Clarabridge and Salesforce, SIFT™ finds and filters customer feedback from any source and ensures that it is received by the correct person. With SIFT™, every customers’ voice is heard.
Take the guesswork out of solving customer issues. Utilizing the power of Clarabridge, SIFT™ grants customer care agents the insight and knowledge they need to solve customer problems faster. SIFT™ automatically assigns customer cases to the agents who are most qualified to address the customer’s issues, eliminating the need to “re-route” customer concerns. SIFT™ combines the power of Salesforce’s Service Cloud, Marketing Cloud, and Clarabridge’s text and sentiment analytics engine to automatically analyze customer correspondences via social media, web feedback, and email for relevance and content that matters to the organization.
How It Works
SIFT™ is designed to overcome the challenges of multi-channel customer interaction to empower companies to proactively receive, manage, and engage with customers, regardless of the channel.
SIFT™ combines the power of Salesforce’s Service Cloud, Marketing Cloud, and Clarabridge’s text and sentiment analytics engine. Customer correspondences via social media, web feedback, email and more are automatically analyzed for relevance and content that matters to the organization.
With SIFT™, the information is automatically filtered up front to determine actionable issues and apply a sentiment rating. Salesforce then creates a customer "case" with the provided information and routes it to the correct agent at your organization, ensuring that truly actionable issues are tasked to the right people at the right time.