Attensity Communities

Attensity Communities provide an easy way for customers to navigate, search and participate in a community. These forums provide a valuable, content-rich method for customers to support and engage on a wide variety of topics. Attensity Communities  facilitate conversations around shared ideas and issues, helping deflect service calls and improve customer satisfaction and site stickiness for upsell and cross-sell opportunities.

By bringing customers into your processes, your business can effectively multiply resources and reach. Your customers and advocates become your competitive advantage.

Attensity Communities offers views of message board activity statistics and recent posts and users can both subscribe to threads via RSS and reply to threads by email. Message Boards are secured by Attensity’s granular system of authorizations which grants varying levels of control to different users.

Already invested in Lithium, Jive, or another community? Attensity Service can seamlessly integrate these existing investments into your web self-service system.

Attensity Respond works seamlessly with Communities, seeking out posts, categorizing them with our advanced pattern recognition technology, and then routing these requests for servicing by the appropriate person or team. For example, it can detect and allow unanswered requests for assistance to be routed to your customer service team to be answered and tracked as trouble tickets. It can deliver product enhancement suggestions to your product managers. It can alert salespeople to potential new or upsell sales opportunities. It can even route messages requiring legal attention to your legal department.

Attensity Service can also reuse user-generated question/solution pairs in forums and allow those to be delivered to your knowledgebase editor for approval and inclusion in appropriate corporate knowledgebases. These forum postings can then be accessed by customers or call center agents, along with other trusted information such as FAQs and user manuals.

Approved question/solution pairs can also be used when users are posting to Communities. If a user is about to post a question which has already been answered, they can be automatically guided to existing answers within the forum or corporate knowledgebase, enhancing unaided customer service capabilities.

Attensity also trasnforms the user generated content created in Communities into valuable, actionable information. Using sophisticated linguistics, it mines and “reads” forums and other content to provide deeper understanding of how your customers truly feel about your company, brand, products, features, services, and offerings, enabling you to better see emerging customer issues and trends and optimize call center and marketing activities.