Your social media management partner

Elevate Customer Care with Brandwatch

Now more than ever, customers on social expect faster responses and genuine connections. Brandwatch Case Management equips your team to deliver quality customer care at scale.
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Empower your team collaboration

Swiftly resolve escalations with cross-team collaboration. Tag relevant teams in conversations, use intelligent workflows and guarantee best-in-class customer experiences. 

  • Turn social messages into manageable and trackable cases

  • Assign conversations to one or multiple colleagues or teams

  • Leave each other notes to keep everyone informed

Save time and stay on top of your inbox

Stay on top of your inbox with case statuses and prioritize the most pressing queries. Boost customer satisfaction with prompt and on point replies.  

  • Easily set and update case priority and status

  • Track each query’s status in one unified overview

  • Get an accurate picture of each case’s development

Leverage AI to foster true customer loyalty

Manage every customer query with attentive care and efficiency. Our AI powered features help you to deliver swift customer service and manage interactions at scale. 

  • Ask Iris AI to generate a reply based on the inquiry’s context

  • Improve tone of voice with Iris writing assistant

  • Efficiently resolve cases and maintain a clutter-free inbox

Streamline customer insights for tailored experiences

Access comprehensive customer records and link social profiles to your Salesforce contacts. Previous inquiries are stored for quick reference, enabling you to provide personalized support with ease. 

  • Use customer info and case history to personalize your service

  • Match customer profiles across different social networks

  • Sync contact records to Salesforce

Schedule your free consultation

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Ready to elevate Customer Care with Brandwatch? 🚀

Brandwatch Case Management equips your team to deliver best-in-class customer care at scale. 

Book your 1-to-1 consultation today to learn how.

Falcon.io is now part of Brandwatch.
You're in the right place!

Existing customer?Log in to access your existing Falcon products and data via the login menu on the top right of the page.New customer?You'll find the former Falcon products under 'Social Media Management' if you go to 'Our Suite' in the navigation.

Paladin is now Influence.
You're in the right place!

Brandwatch acquired Paladin in March 2022. It's now called Influence, which is part of Brandwatch's Social Media Management solution.Want to access your Paladin account?Use the login menu at the top right corner.