XM Knowledge Base
Integration
Facebook Reviews
Harness the power of unsolicited feedback to drive positive customer experiences and brand perception with Qualtrics native Facebook Reviews integration.
Core Experience
Customer Experience
Created By
Qualtrics
By Qualtrics
As customer loyalty wanes, it’s become more critical to manage your online reputation to acquire new customers and keep your current customer coming back. A staggering, 94% of consumers say they have avoided a business after reading a negative review. With Qualtrics’ native Facebook Reviews Integration businesses can listen and close the loop with customers on channels that they love using. Qualtrics enables businesses to respond to Facebook Business Reviews in real time and apply our Natural Language Processing technology – TextiQ – to get immediate insights from unstructured social data.
Companies can:
- Use alerts to be informed in real time as Facebook Reviews are posted and if keyword frequencies, volumes or sentiment of reviews demand action
- Close the loop on Facebook Reviews by replying directly from your Qualtrics dashboard
- Incorporate Facebook Review data into your social dashboards and alongside your experience and operational data
- Apply TextiQ to surface key insights as well as action plans and automated workflows to create a culture of action
Outcomes Delivered
- Decrease customer acquisitions costs
- Improve customer service experience and brand perception
- Increase brick-and-mortar location foot traffic
- Expand listening to channels that your customer love using
Category Tags
Listen and close the loop with customers on the channels that they love using with Qualtrics’ native Facebook Reviews Integration. Our Facebook integration enables businesses to respond to Facebook Business Reviews in real time and apply our Natural Language Processing technology – TextiQ – to get immediate insights from unstructured social data.
What You Get
TextiQ
Turn conversations into action with artificial intelligence and natural language processing that draws out insights from unstructured data such as Facebook Reviews.
- Track trending topics and sentiment across different sources of digital comments
- Make better decisions by paring open text analytics with built-in predictive recommended actions and business insights
Automated Workflows – xFlow
Drive rapid solutions by closing the loop on insights in real time with automated workflows integrated across the XM Platform
- With xFlow take action in the systems you use the moment a negative review or certain keywords are detected
- Take action the moment specific feedback is detected in Facebook Reviews with xFlow, such as triggering an Alert or Ticket
Incorporate social insights into your Voice of the Customer programs
Get a holistic picture of your customer journey by combining solicited and unsolicited data to understand customers feelings and perceptions wherever they are talking.
Solution Details
Available in all CustomerXM for Locations and Customer Care licenses
Languages
English
Category Tags
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