Importance of Social Media Integration with Call Center Solution


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Importance of Social Media Integration with Call Center Solution


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Call center solutions have been in use by call centers to deliver delighting customer services to its customers as well as for lead generation, debt collection, etc. Now, call center solutions are widely in use by different businesses belonging to different industry verticals. Customers are aware of their rights and the competition in the market along with ease of switching to another provider (your competitor). Therefore, upgrading the call center solution by leveraging the power of call center technology becomes necessary for any business using a call center solution.

Along with advanced features, the usage of holistic call center software has become necessary. Integrating other solutions like CRM (Customer Relationship Management) solutions and modern communication channels have become crucial. Integration of different social media channels has become vital for contact centers and businesses using a call center solution.

There are many reasons due to which one needs to integrate popular social media platforms such as Twitter and Facebook into the call center software. Let me briefly explain what makes call center Twitter integration or call center Facebook integration so important.

1. Customers are mentioning your brand on social media platforms

Regardless of the fact, you are present on social media or not or whether you are responding to customers or audiences on popular social media platforms or not, they are mentioning your brand. Whether they are complaining about the bad experience or if they are asking about some purchase queries, the customers are mentioning your brand on popular social networking sites. Therefore, being active on these platforms and listening to the mentions is necessary.

2. Customers expect a response in real-time

When customers leave a comment or direct message on your social media page, they expect the response in real-time. If they do not get the response, they are more likely to get even more frustrated and leaving more tweets and Facebook comments, and negative ratings. Therefore, listening to the comments, direct messages, and tweets sent over social media and responding to them is necessary. This makes the integration of popular social media platforms with call center solutions necessary. The integrated solution will give notification for tweets and comments or DMs, so your agents can quickly respond to the customers and prospective clients.

3. Brand image can be influenced by your approach on social platforms

If you are not quick in listening to customer concerns and queries and responding to them, then you are more likely to leave them dissatisfied and angry. This will not only increase anger about your brand on social media platforms, but it will also clearly affect your brand image negatively. On the other hand, if you invest in call center Twitter integration or call center Facebook integration and respond in real-time, this will show you care for your customers and value them. This will help you position a brand everyone loves.

4. Increased customer satisfaction and loyalty

Quick response and feeling of getting valued let customers feel delighted. Moreover, according to a survey result, more than 57% of consumers get first contact resolution, while interacting with a brand via social platforms. The first contact resolution will increase customer satisfaction and loyalty.

Author Bio

 

Author works in a company that offers different call center integrations such as call center Facebook integration, call center Twitter integration, call center WhatsApp integration, call center CRM integration, etc.


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Mike Hussain

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