The increasing importance of social media channels to customer experience has been recognised by Congex & Eptica in the launch of the Social Media Interaction Management solution.
A seamless addition to the Eptica Customer Experience Management platform, Social Media Interaction Management enables you to listen, respond and interact successfully with your customers and prospects on Social Media, ensuring the right people in your organisation are engaged in delivering the best response – including marketing, customer service and experts within your organisation.
Eptica Social Media Interaction Management includes:

Eptica Social Media Observer
Eptica Facebook Interaction …

It’s official! Online shoppers are heavily influenced by reviews from other customers……particularly negatively influenced by a bad review.
According to the latest American Express study 60% of Australians admit a bad review or website posting influences their decision to purchase from a shop or supplier, underscoring the importance of retailers needing to work hard to keep customers satisfied over the festive season.