Instead of using disparate teams and multiple accounts to manage your company’s social media presence, funnel all wall posts, tweets, DM’s, comments and other interactions into your contact centre to handle responses efficiently and cost-effectively.
By consolidating, measuring and managing all social media interactions from a single contact centre platform, the solution
provides all the features, visibility and reporting needed to track and enhance customer engagement and agent performance.
Self-service options (such as a basic or more advanced NLP chatbot) can also be added to any social media channel, providing an additional line of support and source of information for customers.
Instead of using disparate teams and multiple accounts to manage your company’s social media presence, funnel all wall posts, tweets, DM’s, comments and other interactions into your contact centre to handle responses efficiently and cost-effectively.
By consolidating, measuring and managing all social media interactions from a single contact centre platform, the solution provides all the features, visibility and reporting needed to track and enhance customer engagement and agent performance.
Self-service options (such as a basic or more advanced NLP chatbot) can also be added to any social media channel, providing an additional line of support and source of information for customers.
Benefits
Improve the customer experience
- Offer your customers immediate, convenient and frictionless access to your customer service or sales department through their favourite social media networks.
- Use social media handles to identify a customer and provide personalised customer service.
- Reduce customer frustration and provide the best possible experience by dynamically routing interactions straight to the correct departments/agents.
Save costs
- Employ social media self-service options (such as a chatbot) to provide 24/7 customer support and field common customer queries to reduce the cost of service.
- Use predefined text responses and templates for agents to interact with customers quickly and consistently to reduce handling time.
- Use dashboards and advanced reporting to monitor the performance of your agents and the channel itself. This insight can then be used to identify optimisation and cost-saving opportunities.
- Blend social media channels with other contact centre channels to manage the workload, resources and skill allocation of agents better.
Manage reputational risk
Proactively manage and mitigate the potential risk of any brand damage caused by fake news or incidents of bad service going viral. Monitor and respond to time sensitive stories and opinions shared on social media to ensure that the necessary corrective action is swiftly taken and public perception is managed.
Build trust
Having an inactive or sporadic social media presence without regular customer engagement dilutes consumer trust in your company. Respond to social media queries quickly and efficiently to build the social media proof needed to show your ability to deliver good service and CX.
Boost sales
Social media has become an increasingly important part of the sales funnel and buying cycle – driving awareness, consideration, intent, purchases and repurchases. The integrated social media platform provides the ability to monitor and manage all these interactions to improve and actively drive more sales.
Enhance your channel management
Dashboards and historical reporting provide the required tools to effectively manage and gain visibility into social media interactions and agent performance over multiple channels and campaigns.
