Emesa is the largest and fastest growing e-commerce company for searching, comparing and booking products and arrangements. Every year Emesa’s websites: VakantieVeilingen.nl and ActievandeDag.nl are visited by 125 million people and in 2013 no less than 5 million Dutch people went on a trip with Emesa. Emesa also experiences the upcoming trend of the use of social media, amongst her customers she sees an increase in the online messaging. In order to have control on these messages, Emesa has purchased Tracebuzz in 2011.
More than 1,000 messages are posted on social media about the different labels of Emesa every week, in which often a response is requested. In order not to suffer from reputational damage and to encourage the enthusiasm, adequate acting of the agent is of great importance. The manual monitoring of all messaging is almost impossible and for that reason Emesa was looking for a specialised tool for an organised conversation management. Because Tracebuzz is known as the tool for efficient handling of the social customer engagement activities, the choice for Tracebuzz was a logical one. Not only the many possibilities, but also the intergration with the customer-contact system and the personal approach were decisive for Emesa to start working with Tracebuzz. “Tracebuzz is very user-friendly, organised, can be intergrated with other systems, such as KANA, and offers the possibility for quality monitoring”, says Tiny Nijhof, team leader customer service Emesa.
Since a few years Emesa also uses the intergration with their customer-contact system of KANA. “Because of the intergration with KANA we are able to add the contact moments with customers via social media to the customer card in our customer-contact system.” Subsequently Emesa has an overview of the complete contact history, both of the traditional customer-contact channels such as e-mail, and the ‘new’ contact channels such as Twitter and Facebook. By means of the link to the customer-contact system of KANA, Emesa was able to create a 360-degree customer view as a result of which the agents are even more capable of assisting the customer as effective as possible. “This means the agents are fully informed about all communication with the customer and are therefore able to quickly provide the correct information.”
Emesa is very satisfied about the partnership with Tracebuzz. “We receive adequate response to our questions or desires and the account manager is always willing to help out and to support us”, Tiny tells us. “More and quicker insight to what our customers appreciate and what could be our points of improvement.” This is one of the most important aspects we obtain from Tracebuzz at the moment. “In that sense it is also a valuable addition for ‘Voice of the Customer’ and NPS.”
Emesa has been using Tracebuzz since 2011 already and she is very positive about the use thereof. “Tracebuzz is very pleasant to use and is able to provide valuable reports about the way our customers experience us. We would therefore definitely recommend Tracebuzz to other organisations.”
Since using Tracebuzz, Emesa managed to convert the negative sentiment into a positive sentiment. Employees have real-time insight to the information on the different platforms. This means they are informed faster about all social messages and they are able to respond within our challenging service level. “Our Customer Service becomes more proactive as a result and is able to anticipate to sentiment quicker, which means that possibly impending escalations can be contained or avoided.” In addition, the agents can handle the messages in the most efficient way possible by means of Tracebuzz. In online Emesa offers, thanks to the use of Tracebuzz, excellent service which results in increasing customer loyalty.
The social customer engagement activities has undoubtly contributed to the online reputation in a positive way. “Tracebuzz provides insight for us into how the shift from negative to positive takes place by entering into the dialogue.” The improved online reputation leads to a higher customer loyalty and customer retention.
About the customer service, in particular via social media, Emesa is able to say that it is successful and since she uses Tracebuzz, she obtained a clearer picture about the reputation. “Tracebuzz does not only help in converting sentiment, but also in the propagation of positive news reports from the organisation, such as posting fun promotions.”
|Very user-friendly and organised|
|Link to other systems|
|Valuable reports about customer experiences|
Tracebuzz provides insight for us into how the shift from negative to positive takes places by entering into the dialogue.
Teamleader customer service