Cloud
The fact that social media are becoming increasingly important for companies in corporate communications and advertising should be clear to even the most die-hard print media fan by now. Nowhere else can you pick up your customers faster and in a more targeted way than where they spend the whole day anyway: Social media!
However, posts on social media are often made randomly and unplanned here and there and reactions are analysed and answered "manually". In social media, however, customers and non-customers expect a quick response, with expectations ranging from "ad hoc" to same-day. Solutions must therefore be created here that put an end to long response times. Care must also be taken to ensure that all channels such as:
can be answered quickly and efficiently and do not have to spend days buzzing around the company in the "mail round" model.
With a sophisticated contact centre solution, companies can find a solution here, namely as a Software as a Service (SaaS) solution. Messages can be processed across all channels, regardless of whether they originate from email, social media or one of the other channels. Facebook and Twitter entries can also be distributed to users via the Easy Contact Centre. Once connected, non-voice groups can easily be assigned to handle these communication channels promptly. The users from the group then receive an email about each Facebook or Twitter entry, for example. The email contains the direct link to the entry, where it can then be edited.
With such a solution, it is no longer left to chance when social media posts are responded to. It is possible to ensure that the response is as the customer expects: immediately.
Customer enquiries or comments that are responded to promptly generally increase customer loyalty and strengthen trust in the provider.
If you want, you can even set it up so that you are notified 24 hours a day, seven days a week.
Senior Management Consultant - Customer Interaction
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