Call centers are surpassing the traditional ways of delivering customer services or running sales campaigns. They have started investing in the best talent and cutting edge technology based tools. Call center solution used by the call centers is no more an ordinary software. Call centers have started integrating multiple software solutions, APIs, communication channels, etc. into it to take advantage of an omnichannel call center solution.
Twitter is one of the platforms used by customers to communicate with the brand. Even if it is a social media platform, it has proved its worth as one of the most widely used communication platforms. Therefore, a majority of call centers invest in call center WhatsApp integration.
If you own a call center and have not yet started using Twitter as one of the communication modes in your call center, read on to know the importance of Twitter in the call center:
1. Customer care
Gone are the days, when people used to call and wait until get connected to the agent to get the required support. Nowadays, customers have started taking advantage of digital platforms. From asking a question to share negative comments, trending the bad brand and many other activities get performed on this social media platform. Therefore, each business offering customer support needs to be active on Twitter because the customers might be asking for the support over there. Not looking at the tweets over this social networking site may evoke anger in the customer. Angry customers can damage the business brand publically. Thus, for any call center offering customer care services have to be on social media, especially, Twitter.
Checking twitter frequently or putting an agent just to check Twitter for customer concerns may waste time and resources. Call center Twitter integration can integrate major features of Twitter into the call center dialer. Therefore, agents can check tweets within the dialer. Using this integrated solution, agents can also respond to the customers to give the resolution.
2. Customer engagement
Only retaining a customer is not enough, call centers or any other businesses need to attain new clients. Traditional lead generation campaigns are not enough. Businesses need to capture customers and prospective customers to generate sales on the digital platform. Twitter is one of the most widely used digital platforms. Similar to any business, call centers also need to engage with customers and respond to the questions of prospective customers. Moreover, various social media marketing campaigns need to run on different majorly used social media campaigns. Twitter is one of the popular social networking sites. Therefore, Twitter marketing is necessary. Once invested in call center Twitter integration, agents can perform Twitter marketing activities within call center dialer such as:
· Reply to the tweet
· Like a tweet
· And more
3. Positive brand building
By staying active and proactively responding to the customers, brands can project a positive business image in the market. Twitter is one of the most commonly used communication channels for customers to reach a company to get answers to their questions. Therefore, staying active on this platform is mandatory for call centers.
Author works in a company that offers call center Twitter integration, call center Facebook integration, call center CRM integration, call center WhatsApp integration, and many other services related to the call center software.