Businesses use an intelligent call center software solution to deliver a jaw-dropping customer experience to their existing clients and to immediately respond to the prospect queries. Using traditional channels of the call center software to address the needs of the 21st-century customers might not take your business a long way.
If statistics are to be believed, there are 1.5 billion users of Twitter and more than 2.5 billion users of Facebook. As we all know, these social media platforms have all generation users, who have been using these platforms for fun. With the changing habits, people have started using social media platforms to raise concerns about their bad experiences; leaving negative or positive feedback about their user experience with a company or a restaurant or something else. It means social media platforms are not anymore used for relaxing the mind with some fun or informative content. It is more like a platform to empty anger about a company.
If you are not on social media platforms, then you will not be able to hear these complaints. If you do not hear the complaints, then there is no possibility your support team addresses these issues and resolves them. This increases the anger to encourage customers to badmouth your company. All the efforts put to deliver a jaw-dropping customer experience with skilled agents and an intelligent call center software solution become fruitless in this scenario.
If you have a social media presence on all major social media platforms, but you have not integrated your social media pages in the intelligent call center software, then there are some other concerns such as:
- You will need to put a dedicated agent or executive who keeps an eye on the comments and direct messages.
- This will increase the costs as you will need to pay a salary to the resources handling customers and prospective customers on social media.
- This may reduce productivity and performance. If your agent does nothing other than attending social media comments and direct messages, then this can be productive and this can be not. It is possible that, not at each passing second, people are shouting for help. If this is true, the first thing you need to do is improve the offerings. If your offerings are great, then complaints would be fewer. Putting a dedicated resource would reduce performance and productivity in another case. If your dedicated agent attends calls as well as respond on social media, he or she may not be able to give a response in real-time. Some furious customers may leave multiple comments and DMs within this time and no response fuels their anger even more.
On the other hand, when you integrate social media with the intelligent call center software you can take the following advantages:
- No need to put a dedicated agent to handle social media comments.
- Agents can respond to social media comments and DMs from the call center software itself.
- Any available agent can respond to the DMs, comments, and tweets.
- All activities get logged in the intelligent call center software.
In a nutshell, it gives an array of benefits. Let’s have a detailed call to discuss some other benefits. Contact us to book a demo.
