Call center solutions are used in many industry verticals unlike earlier when it was used in the call centers only. Competition in all industry verticals is also getting fiercer. Furthermore, customer demands are increasing with time. This increases the need of using a call center solution in any business or organization.
A call center solution is an advanced communication tool and it comes with amazing features. However, with advancing time and customer demands, businesses need to adopt new features and communication channels. Thus, as time passes, a call center solution also needs to employ more communication channels.
Social media platforms are growing popularity like anything. Thus, the integration of social media platforms into call center software becomes necessary.
There are some providers that have already started offering call center social media integration services and some are offering call center software with social media integration. In a nutshell, adding major social media platforms such as Twitter, Facebook, etc. is becoming popular.
What is call center social media integration?
When any social media profile or page is integrated with a call center solution, it is called social media call center integration. With this integration, agents can see various activities on social media pages and profiles within a call center solution. Moreover, they can use many other features using this integrated solution.
What are the top benefits of social media integration with a call center solution?
There are many benefits of call center social media integration. Let me share the top three of them:
1. Better customer care services
Call centers invest a lot in assuring good customer care services. However, these days, platforms of customer care are changed. Instead of calling to the customer care centers, angry customers seek help on social media platforms. They write on the company page or they tag the company in their wall post about the issue they are facing and dissatisfaction they have.
With call center social media integration, companies can see all comments and direct messages sent by customers on social media pages of the company. They can also respond to them. This helps in increasing customer satisfaction by delivering prompt and satisfactory customer care services.
2. Increase sales
Similar to customers, prospects may also ask some questions on social media platforms before making a purchase. They may need clarity on the new package or want to know more about the offerings. If you have social media pages and profiles integrated into the call center solution, you can provide responses to these prospects on an immediate basis. Thus, it helps in increasing sales.
3. Save resources
Whether you invest in social media call center integration or not, customers and prospects will comment and tag on social media platforms. Thus, you will need to put a dedicated resource that can manage responses on social media platforms. It will waste time and money. By integrating social media in call center software, agents can respond to social media messages and comments. Thus, you save on resources. Neither you have to hire a dedicated resource for social media nor your agents need to waste time by switching from call center software to social media platforms and vice verse.
Author works in a company which offers call center WhatsApp integration, call center Facebook integration, call center CRM integration, call center Twitter integration, and other integrations into the call center software.