February 10th, 2015
Janrain releases technology today that can reportedly help customer care agents get inside the minds of customers.
Well, not literally, but at least it allows them to get a more "social" data profile of the customer including their "likes" and interests, the company claims.
The Portland, Ore.-based customer identity management provider launched the technology today. It’s called a Customer Care Portal, which officials said helps customer care agents acquire "psychographic characteristics of their customers" by accessing their social profile data.
"Customers want to be able to access their own accounts, and self-serve," Jamie Beckland, vice president of marketing at Janrain, told CMSWire. "It’s good for them, and also good for customer care teams. But sometimes, a customer just needs to talk to a person. In that case, customer care teams can now manage customer accounts directly, using the same data as the customer themselves."