REAL-TIME CRISIS MANAGEMENT: IMPROVE RESPONSE TIME
IMPROVE YOUR CRISIS RESPONSE TIME
SPEAK WITH A NETBASE EXPERT TODAY. LEARN HOW YOU CAN PUT SOCIAL TO WORK FOR YOUR BUSINESS.
BE THE FIRST TO KNOW ABOUT THE CRISIS
Alerts to sudden changes in brand mention or sentiment through social media analytics ensures that you catch potentially damaging issues before they go viral. These alerts allow you to escalate issues based on data analysis and the intensity or conversation volume well before they gain momentum and become a problem.
IDENTIFY THE ROOT CAUSE OF THE CRISIS
Analyze data across all sources of customer experience feedback - surveys, social media, digital, and customer care to identify the root cause of events. Know where a crisis began, what activities triggered the event, and who is amplifying the news. The results are often surprising.
DETERMINE THE BEST COURSE OF ACTION TO SOLVE THE CRISIS
Product deficiencies, operations problems, and regulatory issues affect the public perception of your brand, and each requires a different course of action. Understand the context around an issue whether on social media, through NPS surveys or customer service calls to determine whether intervention is required - and to route the concern to the appropriate team in your organization.
ENSURE THE MOST EFFICIENT PROCESS IS USED IN RESPONDING TO THE CRISIS
Don’t get bottlenecked due to a lack of process. Get the right customer experience data in the hands of key decision makers to facilitate an efficient and timely response. And seamlessly integrate with engagement and publishing solutions to transition from problem identification to response in less time than you ever imagined possible.