Contact centers consider social media to be the preferred medium to stay in touch with the customers in the modern-day world.
FREMONT, CA: Statistics say that there are over 1.5 billion social media users worldwide. Today, more than ever before, customers are interacting with companies through social media. If businesses are not taking advantage of social media to interact with customers, then they are missing the boat. Evolving social channels means instant help and an increase in customer expectations overall. With the increasing use of social media channels, it only makes sense when contact center and social media management teams both put their foot forward for effective customer engagement. Here are the top reasons why contact centers must integrate with social media.
• Real-Time Response
When a dedicated team of contact center agents can monitor and respond to the customer in a reasonable time, the social media platform becomes as effective as the conventional contact center. The report says that 57 percent of consumers prefer to use the internet to solve their queries rather than interacting with a customer service executive at the contact center. By integrating social media, contact center agents can create an effective strategy for providing a near-perfect service for customers. Contact centers can also use analysis software to track social media mentions, measure sentiment, and find trends from the target audience.
• Brand Awareness
The contact center can use social media to further engage their customers. These positive interactions can attract prospective customers and can track feedback from the use of hashtags and then respond and resolve issues raised by customers. Today, almost all customers used social media to share customer service experiences with others. So, contact centers must first determine what the brand stands for and then build a customer service model in conjunction with those objectives.
• Improved Customer Satisfaction and Reach
Fast response time and personal interaction contact centers can offer to the customers using social media can lead to improved customer satisfaction. Most people today choose social media to do business with companies based on the experiences they read on social media. Being able to respond to customers where they are most active is convenient and creates a connection between the customer and the brand.
Social media is becoming one of the preferred ways for customers to research and engage with a brand. So it is high time for businesses to integrate social media strategy to enhance their contact center operations.