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:
On the other hand, when you integrate social media with the intelligent call center software you can take the following advantages:
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.