Social ticketing

Solve problems before they become problems

Next-generation customer support

Organizations are used to addressing customer complaints through calls and emails, but what about reviews and social mentions, where most conversations are really happening? Customers in need of support don’t always reach out, so it’s up to you to detect emerging issues.

Make customer feedback actionable

With LimeLight, convert any review or social mention into a ticket. LimeLight integrates with existing support ticket systems and CRM platforms to streamline efforts.

Continuously engage in social conversations to identify patterns and solve problems before they escalate and trend. Improve customer satisfaction, reduce churn, convert detractors and decrease call center load.

Streamline issue management and resolution

Assign tickets to relevant employees based on reviews and social comments. Send reminders to employees to ensure quick, thorough responses. Collaborate internally to keep the dialogue between your organization and your customers fluid and constructive.

Evaluate employee performance

LimeLight provides insights specifically designed to help you enhance internal operations. Use LimeLight’s Service Reports to track average response rate and ticket resolution by time and location. Systematically manage all open tickets by monitoring ticket count by owner and by status, and learn where to adjust training procedures.

Convert any review or social mention into a social ticket, turning review monitoring and social listening into proactive customer service.

Let us know a bit more and let’s get started.

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