Social Media Channels Integrated into Intelligent Call Center Software for Better CX


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Social Media Channels Integrated into Intelligent Call Center Software for Better CX


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In today’s world, customer satisfaction is a priority for every business and company. The traditional call center solutions are now emerging as digital ones, where social medial channels have been incorporated in it. The intelligent call center software has now acquired the social media channels, which are used in everyday life to make the customer experience better. Social media channels are heavily used for communication. Thus, it is crucial for companies to integrate social media channels with their call center software. The social media channel integration into this software helps in delivering a better customer experience.

The following are the different perspectives to consider incorporating social media channels in the business and companies. 

Customer view

A few years back, social media channels have just arrived. After their arrival, they became an influential factor as well as an effective platform to communicate with people. The traditional communications were there in the early days in the form of calling, but sometimes the call didn’t reach the customer care center. The social media channels have bridged this gap in a few years by providing intelligent call center software. Social media channels have been the greatest attraction for companies and businesses for many years. This is due to a large number of people on social media channels like Facebook, Twitter, etc. The number of people joining is also increasing day by day. Hence, customer satisfaction has also increased as they get their solutions without any hassle. 

Worldwide view

The social media channels have been incorporated into the software used in the call centers in recent times to give more specific goal conversions by using the intelligent call center software. As per the statistics report, out of 300 million people on Twitter, 49% of them raise a complaint or issues on Twitter, 83% of them welcome responses to the queries they get. Out of 4 billion users on Facebook, 85% of them follow their favorite brands, and 50% of other users follow the brand others are most likely to follow. More than 67% of companies and businesses use social media platforms and are active on them. The discussions initiate on social media channels frequently and get popularized within minutes. 

Call center view

Massive number of inbound calls to be handled every day is not an easy job. Sometimes calls also get disconnected and abandoned, which increase customer frustration. The social media channels come as a boon for a call center where concerns and resolutions to that are given in a hassle free manner. The communication is via chat or comments. Hence, agent stress due to customers’ verbal abuse or anger is minimized.  This makes a mutual bond between customers and employees where both are satisfied with their work.

Social media channels have become an influential part of everyone’s life. The intelligent call center software solution incorporated with social media channels is a great way to communicate with people and resolve queries where everyone can get a look into it. Thus, customer care centers adapting social media channels for customer care are going to get the desired success.

Author Bio

Author works in a company that offers intelligent call center software, mobile SIP dialer, call accounting system, a call center solution, etc. and trending services like wearable app development, augmented reality app programming, and similar services using different trending technologies.


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Manila Desoz

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