Social Media integration with contact centre Social Media integration with contact centre

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:

• A customer leaves a bad comment on Facebook business page that is delivered to an agent via ACD queue. Agent responds it appropriately using the same contact centre tools as for handling voice and chat.
• A customer sends a message on WhatsApp, which is delivered to an agent who starts interacting with the customer in real time using contact centre chat tools.
• A customer goes to your company’s Facebook page and sends a message, which is delivered to an available agent, who starts interacting with the customer using contact centre chat tools.
• A customer sends a message on Facebook or WhatsApp, which is delivered to a Chatbot, who starts interacting with the customer in real time without waiting the customer in a queue.

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.