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The use of Engagor in a Belgian Telco market
Updated December 23, 2015

The use of Engagor in a Belgian Telco market

Geoffrey Ramon | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Modules Used

  • Inbox - Insights - Performance

Overall Satisfaction with Clarabridge (discontinued)

Although Engagor is mainly being used by the social customer care department, other departments in the organisations also profit from the benefits of it.

The business problems it adresses are:

  • Interact in a organised way on social media platforms.
  • Get insights on conversations and marketing actions.
  • Get insights on performance of the Engagor end-users.
  • Engagor is straightforward and flexible to use. You don’t have to put much effort to acquaint yourself with how the software works: it’s very intuitive. Users have the liberty to adjust their Engagor account tailored to the brand’s needs. It’s possible to organize everything yourself. In a way, you create your own, efficient engagement tool.
  • A second strength of Engagor is its advanced real-time monitoring. Tweets, private messages come in right away which makes it easy for social customer service agents to immediately jump in and take action. Real time intervention becomes quick and easy.
  • When you work with the Engagor platform, you don’t just work with the software, but you also get to know the people working behind the company. This is something we really value at Telenet. The real-time support from the Customer Success team and Support Team is impressive. If you have any problem, you can get feedback of the support team immediately. The customer success team will learn you everything you need to know.
  • It would be nice to get a more detailed Response Time per user in Engagor. For Telenet, we would benefit from a First Time Right Metric. However, the user metrics are getting better and more detailed. Moreover, it would also be useful if we could measure conversations in Engagor. For example, if a user had five interactions which makes up for one conversation, was this entire conversation successful? Instead of just looking at individual mentions, we would like to get an overview of the entire conversation.
  • Engagor is the perfect platform to engage in real-time with our customers. An extra add-on would be a real-time view like Hootsuite or Tweetdeck provides.
  • Engagor made our customer care system more effective and flexible. Using the workflow automations made everything more straightforward.
  • Analysis & reporting makes continious improvement possible.
  • Radian6,TweetDeck,Microsoft Access,Hootsuite Free
Using the combination of different tools led to an unorganized structure. We’d tagged on Radian6 and answered on the mentions via the classical FB pages or TweetDeck. This led to great efficiency loss which was captured and organised very well with our new tool, Engagor.
If you’re looking for a tool that integrates an elaborative response time per user, then maybe Engagor would not be a perfect fit. It is also less fit as an elaborative publishing tool.

Using Clarabridge (discontinued)

At Telenet there are two primary types of social functions: Social marketing and social customer care. Digital Marketing is responsible for all online campaigns: from invention to implementation and evaluation. Social Customer Care is part of the larger customer service team and is dedicated to helping customers on the various social networks.
Both the tool and the support that we receive from the customer service department and the customer success manager makes me likely to renew the use of Engagor.

Clarabridge (discontinued) Implementation

  • Vendor implemented
  • Implemented in-house