Social media belongs in contact centre.
As consumers are growing more technologically savvy every day, social media is becoming an essential channel for businesses to reach their customers. What people say about your business on social media, such as Facebook, Twitter, etc., is important and that is why you need to pay attention to their comments – good and bad.
Here are some of the use cases as starter:
ICMI research indicates, more than two-thirds of contact centre leaders believe social media customer service is important, yet only 41% of contact centres currently offer social media support. Is your contact centre ready to take ownership of your brand’s social customer service? If you need help making the case, or you are unsure how to begin, talk to us today.