Advantages of Social Media Integration in Contact Center Software


It is not an option. It is indispensable to have social media integrated into contact center operations these days. People make more use of social media to voice complaints and to find information on products. Importantly, they expect responses to their posts or tweets and the response must be fast. The omnichannel contact center software with social media integration helps agents do just that besides deriving a lot more advantages.



Conduct campaigns
Virtually all contact center software have inbuilt feature of call campaign planning and implementation. Cold calling is something people never welcome but launch it across social media using omnichannel contact center software with social media and your target audience views, reads and listens. You can tell stories instead of just launching into sales speak. Importantly, they respond, which is what you want. What you post is also discussed and shared. People in the community recommend your product. At the same time, agents can keep track of all activities across channels and interact, even cross-seeding responses. Cold calling may generate a breeze but social media campaigns through contact center software generate whirlwinds.



Track
It is not easy for agents to handle routine calling tasks and also track different social media channels. In the process an opportunity may be missed. CC software with social media integration permits tracking through a single user dashboard and, importantly, alerts the agent about a post to which he can respond promptly. Promptness counts and gets results.



Take a typical case. A prospective buyer may not approach a particular company directly but may post on social media as to which brand is good or bad. This is because they know they will get informed opinions and neutral recommendations. Track such posts, interact first before competitors get there and you can convert such prospects. With the right contact center software in place agents can invite such prospects to engage in a video chat that can be far more convincing and persuasive since it is almost like a face to face meeting.



Derive data
When you interact with one person you get limited information. Interact with communities on social platforms and you get to know quite a bit more. You can derive data about age groups, location, economic status, likes, dislikes, expectations, grouses and a lot more. All this can be quantified and analyzed in depth to help clients gain business insights that will address any issue and enhance their brand image. Agents know just how tough it is to conduct surveys on phone. Launch surveys across social media channels and be amazed by the responses.



Statistics are too overwhelming to ignore and social media is not an add-on option but a must have implementation for contact center software to truly deliver best ROIs.

Source: https://hodusoftsite.wordpress.com/2019/06/17/advantages-of-social-media-integration-in-contact-center-software/

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