Nuvi’s new Engage 3.0 is designed to simplify and optimize social customer care for enterprise companies. With it, your teams can work together better than ever before to improve customer experience.
As a customer engagement platform, the new Engage empowers users by assisting with the management and prioritization of high volumes of incoming messages, workflow optimization with multiple users and teams, and separation of responsibilities.
Powered by Nuvi Language Engine’s (NLP) fast and accurate social data AI, Engage helps your teams work smarter.
Large enterprise companies are tasked with sorting through thousands of incoming mentions, messages, and comments every day. Nuvi aims to reduce the burden on busy marketers or customer service representatives with its filtering and organizational tools.
Every comment, mention, and direct message is filtered through our advanced NLP based on rules you set. For example, let’s say you have two social customer care teams: one is over crisis management and the second manages messages that are written in German.
So your teams don’t have to filter through thousands of online and social media engagements, you can set rules in Engage to send the appropriate messages to right team’s queue. This way your crisis management team will see high-priority engagements right away, while all messages in German go to the second team.
Our AI auto-categorizes messages based on your rules. These rules can include keywords, languages, emotion or sentiment parameters, and more. For example, high priority messages that require immediate responses can be filtered based on vulgarity, influencer score, or a high anger score.
Additionally, high volume also means teams don’t have a lot of time to customize each response, even if they are categorized for easier digestibility. Standard responses to common issues can be saved as templates, saving your team valuable time.
Nuvi is designed to work with any company’s structure. For large companies that involve many moving parts, multiple users can be added to Engage with their own permissions, abilities, and views. Users can be added to multiple queues, and can only see those they have been added to.
Administrators also have access to dashboards within Engage to monitor their teams’ progress. Data visualizations help you measure and compare productivity metrics (like resolutions by user and resolution time) and general metrics about incoming messages (like the volume of mentions and trending keywords within your mentions) quickly and efficiently.
Separation of Responsibilities
For big teams, it can be hard to keep track of who is handling which cases, and messages can sometimes slip through the cracks. Not anymore!
With Engage 3.0, users can claim messages simply by opening them, so your team isn’t stepping on each other’s toes to solve a case. Incoming messages can also be assigned or reassigned by the administrator to a specific user.
A section for internal notes and messaging can help make the hand-off between teams smooth and easy. It will also help team members who don’t know the answer to a customer’s question quickly message someone who does and get answers to the customer in a timely manner.
The queuing system that helps manage high volumes of content also helps organize teams. Nuvi allows administrators to set up queues with permissions, so team members can work in their area of expertise.
For example, Nuvi’s NLP can filter incoming messages by language, so a client that receives many messages in English, Spanish, and French may want to set up a queue for each language and grant users access to the queues for languages they speak fluently.
For online retailers, one team may handle questions about shipping while another handles questions about products. With Nuvi, these users will be able to see only the messages that pertain to their specialty.
Ready to see the new Nuvi Engage in action? Request a Demo now.