Workforce Optimization Software Featured Article

InContact Integrates HelpSocial for Social Media Support

August 12, 2016


As difficult as customers may seem at times, there’s very little they actually want – personalized, timely and resolute service. Too often firms bounce customers around in a corporate game of pinball, ricocheting from agent to agent, having to explain the same issue, question or concern multiple times with no resolution in sight. Companies are learning omnichannel support is the optimal way to address the need, with a primary channel being social media. For this reason, inContact and HelpSocial teamed up to offer the contact center social media care abilities.

“Customer service via social media is crucial for companies to connect with their customers and this vital functionality is a key component to a true omnichannel platform,” said Paul Jarman, CEO of inContact. “We are very excited to provide our customers with an easy-to-use social media channel in the cloud through our partnership with HelpSocial.”

HelpSocial’s social media solution is integrated with inContact’s Open Cloud Platform, and because it is not an add-on, agents can pair customer records and social media profiles in real-time. Agents gain access to complex conversation search features, a view of all channel communications and provides supervisors with detailed dashboards and social media activity reporting. This provides agents with contextual information, bringing them quickly up to speed and able to service the customer in a timely and satisfactory manner.

“HelpSocial allows businesses to serve customers over social media without disrupting current processes and tools,” said Matt Wilbanks, HelpSocial CEO. “Working alongside a leader like inContact to bring their customers social as a channel is exciting validation for the role social media plays in customer service.”

The future is omnichannel, and as we’ve seen in the headlines time and time again it only takes one bad interaction to hurt a brand’s reputation. Contact centers only get one chance to make a first impression.

Edited by Alicia Young

Featured Whitepapers

  • Creating Accurate Forecasts in Enterprise Workforce Management
    Social networks have changed business. This goes without saying. But what social networks also have done is highlight the fundamental importance of the customer experience when it comes to product and brand marketing.
  • Top 10 Ways To Boost Contact Center Agent Performance
    This white paper touches on the ways your contact center can improve agent performance by using a call recording and quality monitoring solution. Improving agent performance has many benefits, including creating a healthy work environment, where teams of agents can collectively strive to achieve common goals. It also makes sense that improved agent performance will also yield an improved customer experience.
  • Benefits of Call Recording & Call Monitoring for a Call Center
    This white paper touches on the many benefits your call center will receive when choosing to implement a call recording and call monitoring system. Beyond compliance concerns, there are also quality assurance gains to be leveraged from your recorded calls. Your recordings become assets, an inventory of data from which you can find emerging trends, performance flaws, identify your team's superstars, and ultimately, maximize your center's opportunities creating an environment of stellar customer service.